Two technologies. One winner. The future of call centers depends on it.

Introduction: While fighting to take control of the call centers.

The modes and manner in which organizations conduct communications with customers are quickly changing as we move into 2025. The core of this change is two dominant technologies WebRTC and SIP softphones. Although they allow making calls through the internet, there are huge differences between the two in terms of infrastructure as well as the user experience and malleability.

Which then is more likely to enhance the workings of your call center in 2025? This blog has isolated the strengths, weaknesses and use cases of each of them so that you can know which side of the battle field to join.

What is SIP Softphone?

A SIP softphone is the one based on software that allows communication through a VoIP phone. It links with a SIP server or even PBX system and by making use of either a laptop, desktop, or even mobile phone people can communicate.

Key Features:

Call forwarding and routing

Voicemail

Presence indicators

SIP trunking support

Multi-device compatibility

Pros of SIP Softphones:

Proven, reliable VoIP protocol

Accommodates a broad level of gadgets and systems

Great for businesses with existing PBX setups

Cons:

Requires SIP server configuration

Often needs manual setup and maintenance

May face NAT/firewall issues without STUN/TURN

What is WebRTC?

WebRTC (Web Real-Time Communication) is an open-source product developed by Google and enables voice, video and data communication over the web via web browsers without downloading any software or operating any plugins.

Key Features:

Peer-to-peer calling

Support in native browser (Chrome, Firefox, Safari, Edge)

Built-in encryption

Seamless audio/video calling

Pros of WebRTC:

No downloads—runs in any modern browser

Ideal for remote and browser-based agents

Built-in encryption for secure calls

Fast to deploy and scale

Cons:

Not supported by older browsers

Still maturing in terms of stability

Needs integration of backend or gateway with WebRTC capabilities

WebRTC vs SIP Softphone: Comparative Ultimate

How to Select: What Is the Best One?

Go with WebRTC if:

You have a remote or hybrid team

You want to avoid downloading and maintaining softphone apps

Your need is to have an easy installation, access to any browser, and fast deployment

You need and a scalable product with in-built encryption

Stick with SIP Softphone if:

You already use a SIP-based PBX or VoIP system

You need advanced call routing and SIP trunking

Your IT team is equipped to manage SIP infrastructure

You need a time-tested VoIP solution

Real-World Scenarios

Case 1: A Startup Call Center

Switching to WebRTC allowed them to onboard remote agents instantly with just a browser login, reducing setup time by 70%.

They have an existing PBX system that prefers SIP softphones to deal with complex call flows and connectivity with desk telephones.

Bonus: Is it possible to Mix SIP and WebRTC?

Absolutely! Most of the current platforms are connecting SIP to WebRTC, so now you can have the flexibility of WebRTC and the stability of SIP. The hybrid strategy is particularly helpful in those situations where businesses desire a more gradual shift or those that have the need to accommodate on-site and remote agents.

Final thoughts: Who Is the Winner?

In 2025, it is WebRTC that is winning the hearts with its ease of use, browser support, and scalability, in particular, when it comes to modern, remote-first call centers.

However, it does not mean that SIP softphones become obsolete. They are a good option with high control, features and integration of legacy PBX.

Your decision should be informed by your current infrastructure of the call center, team distribution and the long term strategies.