Softphone vs Hardphone: Which is the Best Option?
With the global VoIP softphone market expected to grow by 143.14% from 2022 to 2030, it begs the question: are softphones better than hardphones? Discover the differences and choose your perfect fit.
Differences between Softphone and Hardphone
| Parameter | Hardphones | Softphones |
|---|---|---|
| Features | Typically fixed features that can only be modified by altering the physical device. | Can often be easily updated or upgraded through software or configuration changes. |
| Mobility | Fixed in one location, such as an office desk. Cannot be easily moved around. | Offers high mobility, can be installed and used on smartphones, laptops, and other portable devices. |
| Cost | More expensive due to physical hardware installation. | Cost-efficient, only covers licensing and service fees, no new hardware installation required. |
| Setup | Requires physical installation, involving connecting cables and configuring hardware. | Simple setup, minimal technical know-how required, usually just downloading an app or software. |
| Scalability | Limited scalability, requires purchasing and installing hardware when adding new lines. | Highly scalable, users can add phone lines and more phone numbers just by requesting them through the app. |
| User Interface | Physical buttons, some may have touchscreens. | Software-based GUI with virtual buttons and controls. |
| Maintenance | Requires physical maintenance and updates. | Requires less maintenance as they can be updated remotely. |
| Best suited for | Businesses where employees work in the office. | Businesses with remote employees and with fluctuating agent volumes. |
What Is a Softphone?
A softphone app lets you make and receive calls on any Internet-connected device, including smartphones and laptops.
Unlike a traditional hardphone, it doesn’t need special equipment like a dedicated phone or a SIM card. Instead, it relies on Internet connectivity and VoIP technology.
How Does a Softphone Work?
VoIP technology allows you to make phone calls via the Internet instead of traditional phone lines.
It works like this:
- The device picks up your voice and divides it into small parts.
- It transforms it into binary codes using codec software.
- Then, it sends the packaged data across the Internet to the recipient’s device.
- Finally, it unpacks it and transforms it into audible sound again.
What is a Hardphone?
Hardphones look like old-fashioned desk phones, but instead of regular telephone lines, they use the Internet to make calls.
How Does a Hardphone Work?
Hardphones work similarly to softphones, as they both convert voice into digital data and transmit it to the recipient.
The key difference is that hardphones require a physical telephone, while softphones are connected through an application installed on a device such as a laptop, smartphone, or tablet.
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Pros and Cons of Softphones and VoIP
Features
Discover 4 most popular
softphone features
Text Messages (SMS)
Save time and make text messages a crucial part of your toolkit by including them in your customer journey.
Read more about Text Messages (SMS)
Extensions
Import or create custom extensions for your agents and make searching and transferring customers efficient and easy.
Read more about Extensions
Voicemail
Maintain a personalized customer experience outside of business hours or when your team is busy with other calls.
Read more about Voicemail
Call Transfers
Transfer calls to internal or external contacts in a click, with the option to explain the case to your colleague first.
Read more about Call TransfersWhat real users are saying
The inside scoop from actual CloudTalk customers.
From 20-Minute Waits to 3-Minute Service
“With CloudTalk, we dropped our missed calls from 80% to 16% and cut wait times by over 85%, while scaling from 2 to 20+ agents.”
40% Lift in Call Connections
“With CloudTalk, our pre-sales team stopped wasting time on dropped calls and started having more of the right ones.”
20% More Efficient Call Handling
“We replaced personal phones and manual processes with a scalable VoIP solution and saw a 20% jump in team productivity.”
40% Fewer Missed Calls
“We replaced personal phones and manual processes with a scalable VoIP solution and saw a 20% jump in team productivity.”
From 3 Phone Systems to One Source of Truth
“Before CloudTalk, our data was scattered. Now, everything lives in HubSpot — connected, visible, and fully unified.”
66% More Capacity Without Hiring
“CloudTalk made it easy to scale support fast: we cut handle time by 33% and now handle 66% more calls per agent.”
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
Frequently asked questions
Switching to a softphone system involves these key steps:
1. Choose a compatible VoIP provider.
2. Equip users with quality headsets and microphones.
3. Consider transferring your number seamlessly.
4. Check compatibility with preferred operating systems.
5. Ensure integration with CRM systems and adequate support.
6. Provide thorough training and onboarding for your team.
7. Configure the software with the provided credentials and preferences.
No, a softphone is a software application that allows users to make phone calls over the internet using a computer or a mobile device, rather than traditional telephone lines.
To get a softphone number, you need to follow these steps:
1. Determine your business’s needs, such as a local, toll-free, or international number.
2. Research and compare different VoIP companies, considering features such as call quality, customer support, and pricing.
3. Choose a plan that fits your business’s needs and budget, considering the number of simultaneous calls and minutes you’ll need.
4. Choose and buy a VoIP number that is available and meets your requirements.
5. Follow the instructions provided by your provider to set up and configure your VoIP program.
The cost of a softphone can vary depending on the provider and the specific features included. At Cloudtalk, we have 4 plans, starting at $25 per user/month billed annually. The price of a Custom plan is available upon request.
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