What is a Softphone and Who Should Use One?
July 25, 2023
Our helpful guide features information on what softphones are, their benefits, who should use them, and more. Read on to see how you can take advantage of a softphone system.
What is a softphone?
A softphone is an internet-based phone system that allows users to make calls without the need for dedicated hardware. Softphone systems use the internet to make calls and can be used on any connected device.
A softphone system consists of two key parts:
- Interface: The platform that allows communication between the user and the device.
- Engine: Designed to handle call processing.
VoIP providers often deliver softphone systems to allow users to access familiar features like call hold and call waiting, remote call forwarding, instant chat messaging, and so on. Softphones work on a range of devices and are popular with businesses all over the world.
How does a softphone work?
First, VoIP-based softphone systems send voice data to the recipient; this data is compartmentalised and converted into binary code. The recipient device will then decipher this message and convert it back to the initial voice data and its associated sound.
Softphone systems work with real telephone numbers and landline phones, giving users plenty of flexibility. While cloud-based systems are generally the most flexible – particularly for remote working – browser-based systems are reliable too. Both depend on a strong internet connection and bandwidth; learn more about why your internet connection may be slow.
Softphones run on most devices and platforms, including Apple, Windows, and Linux devices, as well as desktops, laptops, smartphones, and more. Since most softphones can run from a web browser, all you’ll likely need is an internet connection, a microphone, and a speaker.
Softphone software mimics the functionality of deskphones on your device, and utilises VoIP technology. The phone’s functionalities are integrated into the software, ensuring a user-friendly and intuitive calling experience. Softphone software offers a simple drag-and-drop interface on your laptop, making it effortless to connect customers to associates, place calls on hold, or send a call to voicemail while you’re busy. Plus, it eliminates the need to memorise specific button combinations.
Embracing a cloud-based system provides users with the advantage of breaking free from reliance on physical devices like on-site servers and traditional phones. Cloud-based softphone systems significantly improve call routing and recording, streamlining important processes within any company.
What are the benefits of softphones?
There are plenty of benefits of softphones for both businesses and individuals, including:
Flexibility
Softphones are highly flexible, allowing you to make a call on almost any device with an internet connection. Ideal for remote or mobile staff, softphone systems enable businesses to communicate quickly and easily.
Privacy
Softphone systems allow you to provide staff with new numbers so they don’t have to use their personal number at work.
Range of devices
Use your softphone systems with almost any device – perfect for staying connected.
Functionality and features
Softphones come with a range of features that aid communication, such as contact integration, voicemail, and so on.
Cost-efficient and environmentally friendly
Cloud-based systems limit the need for hardware, saving businesses money on equipment and maintenance, and reducing the environmental impact of making and utilising these.
Increased efficiency
Helpful interfaces and features like voicemail transcription, voicemail-to-email services, and more make communications more efficient.
What are the features of a softphone?
Common features of softphone systems include:
User presence
Enable real-time user status updates across your whole team to improve collaboration.
Call hold and call waiting
Get alerts when another inbound caller is on the line and never miss a priority call again. Take advantage of features like call transfers and automated customer callbacks to limit wait times and improve customer service.
Chat messaging
Communicate in real-time with instant chat features – a quick and easy way to collaborate.
Audio conferencing
Seamlessly start audio conferences with large groups to communicate messages to your whole team, wherever they are.
Video calls and screen sharing
Take advantage of video call features for more interactive calls. Share your screen with participants to clearly make your point, use break-out rooms for group work, and more.
Call recording and transcription
Easily record calls for future reference – particularly handy for training sessions and workshops.
Remote call forwarding
Easily forward calls between devices to increase conversion rates and improve customer service.
Call routing
A great way to ensure callers get through to the right person, call routing improves efficiency and increases the likelihood that customers get an answer quickly.
Caller ID
See who’s calling to prioritise work and avoid spam.
Visual voicemail
Save time from listening to voicemail messages with a helpful feature that converts them into text.
CRM integration
Integrate your softphone system with your CRM so all key information is stored in a single interface.
Call monitoring
Listen in on calls between employees and customers – ideal for training and support purposes.
Automated dialling modes
Automatic outbound dialers mean employees lose less time between outbound calls.
Call transfer
Send calls between your workforce with a single click, limiting the time callers spend on hold and improving customer service.
Who should use a softphone?
Softphone systems are beneficial for a range of individuals and organisations. Let’s look at a few specific examples:
- Remote and mobile workers: Softphones are ideal for people who work from home, travel frequently, or operate in different locations. Remote workers can use softphone applications on a range of devices to make and receive calls over the Internet, providing them with seamless communication wherever they go.
- Business professionals: Softphones are popular among business professionals who need a flexible and efficient communication tool. They can use softphones to manage calls, access voicemails, and collaborate with colleagues easily, wherever they are.
- Call centres: Call centres often utilise softphone systems for their agents. Some particularly helpful features include call routing, call recording, and access to customer data, enhancing the overall customer service experience.
- Small and medium-sized enterprises (SMEs): Softphones represent a cost-effective solution for SMEs that want to avoid investing in expensive hardware and phone systems. Cloud-based softphone systems in particular offer scalability and affordability.
- International callers: Softphones are a more cost-efficient way to make international calls. By utilising VoIP technology, users can avoid expensive long-distance charges typically associated with traditional phone systems.
- Teams and collaborative projects: Softphones facilitate communication and collaboration among team members working on joint projects. Features like drag-and-drop interface, call conferencing, and call forwarding all help streamline teamwork and improve communication.
- Startups and entrepreneurs: Softphones are perfect for startups and entrepreneurs who need a flexible communication solution without investing heavily in infrastructure.
Ultimately, anyone looking for a more flexible, feature-rich, and cost-effective alternative to traditional phone systems should consider using a softphone. They’re ideal for a range of users and industries, and offer enhanced communication capabilities through software-based technology.
What challenges come with using softphones?
Some potential challenges associated with softphones include:
- Internet reliability: As softphone systems depend on a good internet connection, shortcomings in this area will impact communication.
- Audio quality: Things like bandwidth limitations, latency, and network congestion can all impact audio quality.
- Security issues: As softphone systems function using the internet, they’re vulnerable to potential security threats like hacking and unauthorised access. Thus, cybersecurity measures are essential.
- Device reliability: Softphones rely on the device they’re running on, so any technical or maintenance issues with a device will impact your calls.
- User training: Employees more accustomed to traditional phone lines may require training to make the most of softphone systems.
- Regulatory compliance: All organisations utilising softphones must ensure they comply with laws regarding data privacy, voice recording, and so on.
What will you need to install a softphone?
Setting up a softphone system is simple; the key requirements are:
- A device with a microphone and speaker that can connect to the internet – for instance, a PC, laptop, smartphone, or tablet
- A reliable internet connection
- An account with a service provider
- A software program or app that enables your softphone (although they often work in browsers too).
Does my business need to upgrade phone lines?
The system you upgrade to will depend on the needs of your business. With a range of features and benefits to each, it’s a good idea to speak to an expert who will be able to give you more information.
If you have any questions, feel free to contact us on 0330 311 1133 – a member of our team will be happy to help. You can also view which phone line is best for your business in our guide.
NBC broadband services
We offer a range of impressive broadband services at NBC, including:
We also offer a range of VoIP phone system packages and business phone and broadband packages, so you’re sure to find what you’re looking for. Learn more about why to choose NBC today.
More helpful blogs:
- Which Numbers are Free to Call and Which Will Cost You?
- All You Need to Know About the PSTN Switch Off
- Are Businesses Closer to Being Ready for the Big Switch Off 2025?
- The ISDN Switch Off: Key Dates and Who is Affected
- Broadband Price Increases: How They Will Affect Businesses
Frequently asked questions
What’s the difference between a VoIP hardphone and a VoIP softphone?
The main difference between a VoIP hardphone and a VoIP softphone is in their physicality and connectivity. Both use VoIP technology to establish calls, but hardphones are physical devices connected to the internet through ethernet cables, while softphones rely on the software installed on devices, like laptops or smartphones, allowing them to make and receive calls using Wi-Fi connections. In essence, both technologies achieve the same goal of enabling voice communication over the internet, but do so differently.
What’s the difference between VoIP and a softphone?
VoIP is a technology that enables voice communication over the internet by converting analogue voice signals into digital data. A softphone is a software application that uses VoIP to function as a virtual phone, allowing users to make and receive calls on their computers or smartphones using internet connectivity. In essence, VoIP is the technology behind internet-based voice communication, while softphones are specific applications that utilise VoIP to provide a virtual phone experience on devices.