Softphone: A New Way to Connect

Wave goodbye to landlines and clunky calling processes and say “Hi” to softphones. Call anywhere and anytime from the convenience of your favorite smart device. It’s the seamless solution that satisfies agents and customers alike.

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What is a Softphone?

A softphone is a downloadable VoIP (Voice over Internet Protocol) software that allows you to make and receive calls like any other phone, conveniently from any internet-connected smart device (smartphone, tablet, laptop, etc.).

Typically, softphones offer an interface similar to a smartphone’s dial pad, making them instantly accessible, intuitive, and easy to use for anyone. But unlike traditional phones, softphones use VoIP to make and receive calls over the internet, allowing for cheaper calls both locally and internationally.

Softphones typically aren’t stand-alone products, as most require a call center or business phone system to work. But thanks to this integration, you can benefit from a variety of advanced features, including auto-dialingconference callingcall forwardingcall routing, and more.

How Does a Softphone Work?

While traditional phones rely on telephone lines to transfer sound, softphones do so digitally over the internet. But if that’s not enough of an explanation for you, check out the video below, where we explain the process in more depth.

Why Should You Use a Softphone?

Simple to Scale

Since softphones are software, it’s incredibly easy to add or remove agents according to your business needs. No need to spend extra cash on buying new hardware or building physical locations.

Improved Privacy

Softphones use SIP client addresses, which let you answer work calls from your mobile device while keeping your personal number private, so you don’t need to worry about your (or your agent’s) privacy.

Access Past Conversations

Since softphones operate in the cloud, you can access all your conversations from a single dashboard. You can log cases, track data, create statistics, and even listen back to call recordings.

Better Operation Insight

Softphones are an invaluable analytical resource as they can track data like call duration, missed calls, and more. You can assess agent, team, or company performance using the associated call center software.

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I work in sales and contact people over the phone all day, so it’s the perfect software to use when calling people abroad and getting in touch with them quickly.

Lilla K.,

How Do Softphones Compare to Traditional Desk Phones?

Though softphones and many modern desk phones both use VoIP to make calls, they’re plenty different. The biggest, immediately obvious difference is that you can touch a desk phone, while softphones are just software. However, there’s more that sets the two apart.


Desk Phone



No Hardware, Little Maintenance, Cheaper Calls

Expensive Hardware, Necessary Maintenance, Pricier Calls




Tied to Location


Call Quality

More Prone to Issues If Working On Limited Bandwith

Less Prone to Issues Thanks to Dedicated Physical Device for Handling Calls

Desk Phone


Ideal for Businesses of Every Size

Ideal for Enterprise-Level Businesses



Easy to Scale & Add New Users

Harder to Scale, Requires the Purchase of New Devices



Automation, Analytics, Integrations, Open API, etc.




What is a Softphone, and how does it work?

A Softphone is a software-based phone application that allows users to make and receive VoIP calls over the internet from their computers. The software can be installed on a computer, tablet, or smartphone and works similarly to a traditional telephone. VoIP softphones can be used to place and receive both voice and video calls, as well as send and receive text messages.

What advantages does a Softphone have over a regular telephone?

Softphones are more cost-effective, have more features, and are more flexible because they allow users to make calls from anywhere, as long the internet connection is stable. The most obvious difference between a softphone and a desk phone is their appearance. A softphone is computer software while a desk phone is a traditional hardware device.

Both softphones and modern desk phones are VoIP communication systems and use the internet to make calls. Softphone systems are a practical tool for employees whose calling processes need to be effective and mobile. With a softphone, they can make and receive calls remotely and use all sorts of additional features. That is why it’s becoming more and more dominant in the business world.

What features does a Softphone have?

Softphones are designed to be intuitive and user-friendly and typically feature a host of features, such as the ability to make and receive calls, send and receive text messages, transfer files, communicate in conferences, and access voicemail. Some softphones also have features like call forwarding, caller ID, and do-not-disturb settings.

What are the system requirements for a Softphone?

The system requirements for Softphones depend on the software version you are using. Generally, you will need a computer or mobile device with an internet connection, a microphone and speakers, and a VoIP service provider.

Who should use a softphone?

Softphone suits businesses that handle a high volume of phone calls and depend on customer interactions. Also, it’s a lifesaver for those people who need to be available anytime and anywhere. Industries that use a softphone the most are IT, real estate, retail, healthcare, telecommunication, manufacturing, education, banking, call center hubs, and marketing or PR agencies.

Here is a summary of specific examples of softphone “personas”:

– Call center employees or sales reps that handle business calls
– Support agents who solve customer issues
– Representatives that work from several locations
– Businesses that depend on long-distance calling
– Companies that need to record phone calls

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