What Is A Softphone and Does Your Business Need One?
As more businesses move away from traditional business phone systems, softphones have become a popular alternative. But what is a softphone, and does your business need one? Softphones are software-based applications that let you use the internet to make calls.
For small businesses, remote teams, and growing companies especially, softphones offer a flexible way to communicate, with advanced calling features and lower costs than traditional phone systems. In this guide, we’ll explain what a softphone is and how it works so you can decide whether your business would benefit.
What Is a Softphone?
Softphones have been transforming the way businesses communicate, providing flexible business phone solutions. But what is a softphone? In the simplest terms, a softphone is a software-based phone that runs on a computer, smartphone, or tablet. It lets users make business calls over the internet rather than on a traditional desk phone that relies on copper wires.
Softphones use VoIP (Voice over Internet Protocol) technology to convert voice into digital data and transmit it over an internet connection. Instead of dialing from a physical handset, users place calls through an app installed on their device. Softphones are typically used on smartphones, computers, or tablets. They provide companies a flexible, cost-effective phone system that can be used anywhere they have an internet connection.
The main difference between a softphone and a traditional desk phone–also called a hard phone–is hardware. Softphones are software-based. You can install them on any device, and take them anywhere you have the internet. Desk phones, on the other hand, are physical pieces of hardware that are fixed to a location, tying you down to one place. Many businesses use a combination of both, but softphones are especially popular for remote and hybrid teams.
How Does a Softphone Work?
A softphone works by using the internet rather than traditional phone lines to make and receive calls. It relies on VoIP technology to connect calls between users. To the person on the other end of the line, the call appears the same as a typical call from a landline. Behind the scenes, however, the process is quite different. Here’s a quick look at how a softphone works:
- You place a call in the softphone app, dialing a number or selecting a contact.
- The call is routed to your VoIP provider before heading over to the recipient to establish a connection.
- Once the person answers, you can begin talking. Your voice is converted into digital data packets that are compressed and sent over the internet to the recipient’s device.
- The data packets are converted back into audio, allowing you to have a real-time conversation.
Softphones can call other softphones but they can also make calls to traditional phones. The entire process happens in milliseconds, making softphone calls feel just like traditional phone calls.
Because softphones depend on the internet, call quality is affected by bandwidth, latency, and network stability. You can ensure good call quality by using a wired connection and a properly configured network.
What Does a Softphone Look Like?
A softphone looks like a digital version of a traditional desk phone, displayed as an application on your computer, smartphone, or tablet. Instead of physical buttons, everything is controlled through an on-screen interface. Because softphones are software based, they usually have more functionality that a desk phone. For example, depending on your VoIP provider, you may be able to switch a voice call to a video call within the softphone app.
While designs vary by provider, softphones usually share a similar layout with core features. Most softphone apps include the following:
- Dial pad: An on-screen keypad for dialing phone numbers
- Contact list: Saved contacts and a company directory
- Call controls: Buttons for mute, hold, transfer, and hang up
- Active call window: Displays caller ID, call timer, and call status
- Voicemail access: Visual voicemail with playback controls
- Messaging panel: Chat or SMS, depending on the platform
On a desktop, the softphone is usually a small window that stays open while you work. On mobile devices, it looks similar to a standard phone app, but with added business features. Desktop softphones run on Windows, macOS, and Linux, while most mobile softphones work with both iOS and Android.
Many softphones allow you to customize your interface, with features like availability or presence status, dark mode, or compact views.
How to Set Up a Softphone
Setting up a softphone is a simple process, especially compared to installing traditional phone hardware. In most cases, you can be up and running in just a few minutes.
Most softphones come with a VoIP service or phone system that supports softphones. To set up a softphone, you need to pick a provider that has the business phone system features you need. After you sign up for service, you can install the provider’s softphone application on your device, whether it’s a computer, tablet, or smartphone.
Once downloaded, you’ll log in using your provider credentials and configure your preferred settings. From there, you can test your connection and start making calls with the softphone.
Tips for best performance:
- Use a wired internet connection when possible. Wired connections are faster and more reliable, which means your softphone will have better call quality.
- Close bandwidth-heavy apps during calls to avoid jitter, dropped calls, and other call quality issues.
- Keep the softphone app updated so it performs optimally.
- Use QoS settings on your network to prioritize VoIP calls.
Benefits of Softphones
Softphones offer flexibility, cost savings, and powerful communications features beyond what a traditional phone system can do. Here are some of the top benefits of softphones:
- Lower costs: Softphones eliminate the need to purchase desk phones and reduce installation and maintenance expenses. Since calls run over the internet, long-distance and international calling costs are often much lower than with traditional phone systems.
- Work from anywhere: Traditional desk phones tie you down to the office, but softphones can be used wherever you have access to the internet. This enables remote, hybrid, and field teams to communicate from anywhere.
- Scalability: Adding new users is fast and simple. There’s no need to install new phone lines or equipment when you onboard employees, making softphones perfect for growing teams.
- Privacy: With softphones, you can use your business phone number on your personal mobile device. This helps you keep business calls separate from personal calls, protecting your privacy while maintaining a professional image.
- Advanced call features: Most softphones include advanced features like call forwarding, call transfers, voicemail-to-email, call recording, call queues, auto attendants, and more.
- Integrations: Many softphones integrate with third-party applications like CRM systems, help desks, and productivity tools. This allows call data, notes, and customer information to pop up automatically.
- Improved productivity: With calling, messaging, and video conferencing on one app, softphones reduce the need to switch between platforms so your team can work more efficiently.
- Quick setup: Softphones can usually be installed and configured in minutes. Software updates quickly provide new features and bug fixes without any hardware changes necessary.
Top Softphone Features
One reason businesses are switching to softphones is for their powerful features that go far beyond basic calling. Whether your business is large or small, these softphone capabilities can take your team to the next level.
- Dial pad and call controls: Just like a physical phone, softphones include an on-screen dial pad as well as call controls like answer/end call, mute, hold, call transfer, and redial. Additionally, you may be able to turn the call into a video call, access your messages or calendar, and other advanced features that aren’t possible on a desk phone.
- Shared contacts: Softphones store your contacts and can sync with business directories or CRMs. This makes it fast and easy to find client contact information and place calls without memorizing tons of phone numbers.
- Voicemail: Softphones usually include access to voicemail, with features like voicemail transcription, voicemail-to-email, and playback controls. This makes managing voice messages easy, even when you’re away from the office.
- Call forwarding and call routing: Advanced routing lets you forward calls to another user or device, set business hours, and route based on availability. This ensures that calls always reach the right person at the right time.
- Call history and logs: Most softphones let you view recent inbound, outbound, and missed calls. Some softphones also show duration, timestamps, and caller ID details.
- Presence and availability: Presence indicators show whether a teammate is available, away, busy, or offline, so you know when they’re ready to take a call or message.
- Instant messaging: Most modern softphones include built-in messaging so teams can exchange quick texts, share files, and create group chats all within the app.
- Conference calling: Setting up conference calls is simple and intuitive within the softphone app.
- Customizable settings: Users can personalize settings like ringtones, call rules, and audio devices to tailor the experience to individual workflows.
- Cross-device syncing: Softphones sync settings and call history across desktop and mobile apps, so your communication stays consistent whether you’re at your desk or on the go.
How to Get the Right Softphone for Your Business
With so many providers on the market, choosing the right softphone solution can be difficult. You want to find something that fits into your budget while also offering the features you need most. Here are some tips for getting the right softphone for your business:
- Before you commit to a provider, you need to understand your communication needs. Start by asking what your team actually needs from a softphone. Will most users be remote or in the office? Do you need unified communications features like video, voice, and messaging or just voice? Understanding your use cases can help you narrow down options and avoid paying for features you won’t use.
- Make sure the softphone works with your devices. For example, if your business only uses Apple products, look for providers that have macOS and iOS apps.
- How easy is the application to use? Look for a softphone with an intuitive interface. A simple, easy-to-use app reduces onboarding time and support requests. Many providers offer free trials so you can test drive the system before you commit.
- Choose a softphone that will grow with your business. How easy is it to add and remove users? Does pricing increase predictably with growth? Scalable solutions save time and money as your team expands.
- If you use tools like CRM or help desk software, look for softphones that will easily integrate. This allows you to automatically log calls, access customer data on inbound calls, or sync contacts across systems.
- Does the softphone provider offer security and compliance features? Look for encryption for calls and messages, security authentication like single sign-on or multi-factor authentication, and compliance with relevant regulations.
- Turn to 1Call Technologies for more help. We’ll do the work of auditing your setup, evaluating your needs, and searching for providers that fit!
What Is a Softphone? Conclusion
Businesses of all sizes are switching to softphones today, but what is a softphone? It’s a software-based phone that provides you with powerful features for internet-based calling. Whether you’re looking to save on hardware costs or enable remote teams, softphones offer tons of benefits.
Need help finding a softphone provider? 1Call Technologies helps businesses like yours evaluate technology needs and make better buying decisions. We work with top providers, offering tailored recommendations based on what you need, and help you save money in the long run. Contact us today to transform your business communications with expert help you can trust!