Published : May 1, 2025Business communication has evolved significantly. There was a time when every call required a desk phone, but now you can make and receive business calls from anywhere using a softphone. A softphone provides businesses with greater flexibility, reduced costs, and improved integration with modern workflows.
But what is a softphone, and how does it work? Is it the right choice for your business? Let’s break it down in simple terms.
Learn about Softphone within just 30 seconds
A softphone is a software-based phone that lets you make and receive calls over the internet using your computer or mobile device, without needing traditional phone hardware.
- Key Benefits of Using a Softphone
Softphones reduce costs, support remote work, and come packed with business-friendly features like voicemail-to-email, call forwarding, and CRM integration.
- VoIP Softphone Use Cases
Commonly used in customer support, remote work, sales, and international calling, especially in industries like IT, healthcare, finance, and e-commerce.
- How to Choose the Best Softphone
Factors to consider include ease of use, cross-device compatibility, advanced features, strong security, and pricing based on your team size and needs.
What is a Softphone?
A softphone is software that enables users to make phone calls over the internet using a computer, tablet, or smartphone. Instead of connecting to a landline, it uses a VoIP system.
Even though it’s software-based, a softphone functions just like a regular phone. You dial numbers, receive calls, put someone on hold, and more. However, in contrast to traditional phones, softphones offer multiple advanced business features, including:
- Voicemail to Email – Receive voicemail messages directly in your inbox!
- Call Forwarding – Redirect calls to another number or device.
- Video Conferencing – Conduct face-to-face meetings without needing separate software.
- CRM Integration – Sync with customer relationship management (CRM) software to engage with your customers.
How Does a Softphone Work?
A softphone converts your voice into digital data and transmits it over the Internet. Let’s break down that process into simpler steps:
Step 1: Installing the Softphone App
You can download and install a softphone application on your computer, tablet, or smartphone. Some softphones come bundled with larger VoIP services, while others function independently.
Step 2: Connecting to a VoIP Provider
Your softphone connects to a VoIP provider that operates like a virtual company, routing your call over the internet instead of through traditional phone lines.
Step 3: Making and Receiving Calls
Once you have everything set up, you can dial numbers and receive incoming calls just like you would on a normal phone. You can use a headset, the built-in speakers on your computer or tablet, or connect via a Bluetooth device.
Step 4: Voice Travel via the Internet
When you speak, your voice gets sent over the internet as little digital data packets. The packets are received and put together to make sound for whoever you’re speaking to.
Step 5: Call Management Features
Unlike a regular phone, there are additional features, such as call recording, voicemail-to-text, and syncing contacts, that enhance communication.
Softphone vs. Hardphone – Which One Is Right for You?
A hardphone is a device that connects directly to a VoIP system. A softphone is akin to a physical telephone, but it is a software-based phone that operates on a computer or mobile device. Both serve similar functions, but one may be a more suitable option than the other.
Refer to the chart below to help you decide which phone option might be more suitable for your business:
| Key Features | Softphone | Hardphone |
|---|---|---|
| Hardware Required | No, just a device with internet. | Yes, requires a VoIP desk phone. |
| Mobility | Can be used anywhere. | Stays on a desk. |
| Cost | Lower (no extra hardware). | Higher (hardware costs) |
| Call Quality | Depends on the internet speed. | Generally more stable. |
| Advanced Features | Voicemail, Call forwarding, CRM integration. | Basic phone features. |
Which One Should You Choose?
- If you need mobility, remote work options, or lower costs, go with a softphone.
- If you prefer dedicated hardware and the experience of a traditional desk phone, a hardphone would be more suitable.
Many businesses ultimately utilize a combination: hardphones for employees in the office and softphones for those working remotely.
Key Benefits of Using a Softphone
A softphone offers a cost-effective, feature-rich, and mobile alternative to bulky desk phones. Whether you operate a startup, a growing enterprise, or a global business, adopting a softphone can significantly enhance productivity:
1. Lower Costs
Traditional phone systems require businesses to invest in expensive hardware such as desk phones, PBX systems, and maintenance services. Moreover, long-distance and international calls can be extremely costly when using traditional phone lines.
With a softphone, you no longer need to purchase:
- Physical desk phones (saving hundreds or even thousands of dollars per employee)
- Expensive installation and maintenance of PBX systems
- Costly international calls, as VoIP softphones use the internet instead of traditional telecom networks.
How much can you save?
VoIP phone calls are typically 60% to 90% cheaper than traditional phone services. Clients who transition to VoIP often report savings of over 50% on their business communication bills.
2. Work From Anywhere
Since a softphone isn’t restricted to a single location, it’s an ideal tool for remote teams, field workers, and businesses with multiple offices. As a softphone can be installed on laptops, tablets, and smartphones, employees can make and receive business calls from:
- Home offices
- Coffee shops
- Airports
- Hotel rooms
For global businesses or teams that frequently travel, a softphone provides a simple way for employees to maintain easy communication without being tethered to the office landlines.
- Poor communication has caused 83% of companies to lose customers, miss deadlines, or let go of employees.
3. Advanced Business Features
A softphone offers additional features that enable you to communicate more effectively and intelligently. Beyond functioning as a phone, these features help organizations enhance their workflows, improve customer experience, and foster better team collaboration.
Here are some of the common functionalities that support a soft phone:
- Call forwarding and auto-attendant: This feature can redirect calls to one or more numbers, ensuring that you never miss an important call!
- Voicemail-to-email: If you are busy and do not want to check your voicemail, you can easily check your email for any messages you missed while at your desk (if you have voicemail).
- Call recording: To ensure training, compliance, or quality assurance, record the call and play it back for future review.
- CRM integration – Many softphones can connect with your customer relationship management tools, such as Salesforce, HubSpot, or Zoho, ensuring that you have a documented conversation history for potential customers.
- Video and conference calling – You can host a meeting via video directly from your softphone app, eliminating the need for separate software applications for business meetings, such as Zoom.
4. Easy Scalability
Hiring someone with a traditional phone system involves purchasing a desk phone, installing a phone line, and assigning an extension for the new employee. This process can take days or weeks, depending on the employee and other costs associated with voice services. With softphones, scaling your company is effortless.
- Download the softphone onto the new employee’s device.
- Assign them a virtual number or extension. They can now begin making and receiving calls
5. Better Team Collaboration
Software phones integrate with popular business applications, enhancing communication both internally and with customers. Regardless of whether your team is in the office, working remotely, or located in multiple sites, they can connect in real-time.
- Team Chat & Messaging: Many software phones come with integrated messaging to allow for quick conversations without switching applications.
- Integration with Microsoft Teams and Slack: Team members can call their colleagues from these collaboration tools while working together.
- Shared call logs and notes: Team members have access to call history and customer conversations, which fosters efficiency for the team.
- Multi-Device Syncing: Begin your call on your laptop and smoothly switch to your phone while maintaining the same conversation.
What is a VoIP Softphone and How is It Used?
A VoIP softphone is a type of software application that uses VoIP for phone calls instead of traditional landline or mobile networks. Instead of operating over a standard phone line, a VoIP softphone transmits all voice packets via the internet. Installing a VoIP softphone is a cost-effective means of communication. Companies utilize VoIP softphones for:
1. Customer Support
Customer support teams and call centers that handle a high volume of customer calls depend on VoIP softphones for their ability to manage this influx of calls. Features such as call routing, hold music, and call monitoring are among the features that assist in managing customer interactions.
2. Remote Work
As most companies transition to remote work, VoIP softphones enable employees to remain connected as if they were in the office. Calls can now be taken from anywhere with an internet connection, ensuring business continuity.
- Approximately 3 billion people worldwide rely on mobile VoIP services.
3. Sales & Client Communication
Sales teams use VoIP softphones to:
- Call prospects and clients directly from CRM programs.
- Track call history and record who was a part of the conversation or not for follow-up.
- Use call analytics to assess performance and review call activity.
4. International Calling
VoIP softphones operate over the Internet, eliminating the need for traditional phone networks, which makes international calling both cost-effective and efficient. Businesses with customers or teams in other countries can save a substantial amount of money while maintaining high-quality voice communication.
Industries Using VoIP Softphones:
- IT & Technology: Remote teams, distributed locations, and global teams.
- Healthcare: Virtual visits and support for patients.
- Financial Services: Secure, compliant voice communication.
- E-commerce: Managing customer inquiries and sales calls.
Businesses of all kinds can have effective communication with VoIP softphones and reduce costs at the same time.
How to Choose the Best Softphone for Your Business?
Softphones are available in many varieties, and there are key elements to consider before selecting one.
1. Usability
Usability is essential, and your softphone should require minimal setup and be easy to navigate, enabling your team to start using it immediately without spending a lot of time learning how it works.
2. Compatibility
It should be compatible with Windows, Mac, iOS, and Android devices, allowing your employees to use it on the device they have available.
3. Features
Businesses should look for features that include:
- Voicemail
- Call forwarding
- Call recording
- Video conferencing
- CRM integration
4. Security & Encryption
While VoIP softphones offer convenience and cost savings, businesses should also consider security risks such as VoIP phishing (vishing) and data breaches. To mitigate these risks, choose a provider that offers end-to-end encryption, secure authentication (such as MFA), and regular security updates. Ensure to:
- End-to-end encryption minimizes eavesdropping
- Implement multi-factor authentication (MFA) for enhanced security.
- Retain call logs for accessing customer information.
5. Pricing
Look online, and you will find many VoIP softphone programs available to compare and identify one that offers the best value for your money. Some softphone programs are free or offer free plans, while others charge based on the number of users in the organization, additional features, or both.
Conclusion
VoIP softphones are changing how businesses use telephones for communication. They are more intelligent, flexible, and affordable than traditional desk phones, offering capabilities and features that desk phones cannot provide.
If you are seriously considering switching, it’s worthwhile to explore, compare, assess, and learn about the options that suit you best. With CallHippo, there’s a softphone for you, ensuring you stay connected whenever the need arises, no matter where you are. Start your free trial today!
FAQs
1. Do I need special hardware to use a softphone?
No, you only need a device with an internet connection (like a computer, tablet, or smartphone) and a microphone. No additional hardware is required.
2. Can I use a softphone with my existing phone number?
Yes, most VoIP providers allow number porting, meaning you can use your current phone number with a softphone.
3. Are softphones secure for business communication?
Yes, as long as you use a softphone with encryption and security features. Many VoIP providers offer secure calling with end-to-end encryption to protect your conversations.
Updated : May 1, 2025
Priya Naha is an experienced technical content writer who focuses on VoIP and telephony technologies. Her expertise in telecommunication and content marketing allows her to simplify complex topics with real-world knowledge, making her writing relatable, informative, and easy-to-read. Her direct involvement with VoIP products and solutions makes her a reliable voice in the field.
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