What is Softphone and How Does It Work? A Complete Review

Just imagine a landline telephone system, that naive communication environment; it’s like an unfinished tale. To improve and compete in this active business environment, one should focus on the latest and most intelligent technology.

Look at today’s communication system. As technology evolves, communication patterns change into virtual systems, which are more flexible, convenient, and cost-effective. Businesses now rely on softphone software to enhance customer experiences and streamline operations.

The software telephone (softphone) system is a way to communicate virtually over the Internet. In this tech-savvy world, softphones dominate the age of traditional communication systems with their robust appearance. Organizations use softphones for business to handle incoming calls, call transfers, business texting, and team messaging efficiently.

Evolving technology makes effective calls, perfect sales call and enhances the overall communication needs that users expect. Communication over the Internet, using VoIP phones, is the best practice for both individuals and businesses.

Let me satisfy your hunger by clarifying what softphones are:

What is a softphone?

Softphone stands for “software telephone” and is a software-based telephonic application used to make and receive calls over the Internet. It is more flexible and enables users to communicate beyond physical boundaries, serving as an advanced business phone system.

In this age, many organizations have converted from traditional telephony systems to new and advanced VoIP and cloud-based softphone technology to fulfill business communication needs. These systems support features such as instant messaging, video calling, visual voicemails, and workforce engagement.

Traditional phone systems have several limitations and are tied to specific physical locations, limiting consistent connectivity and accessibility. Businesses are converting to softphones for business due to their ease of use and feature-packed communication solutions, including call transfers, team collaboration, and conversation analytics.

How does softphone work?

Just like Voice over IP (VoIP) technology, a softphone application uses cloud infrastructure to provide voice communication over the Internet, which is accessed through a computer or mobile device. Without being tied to physical boundaries, you can call via a mobile app or SIP softphone from anywhere.

Softphones utilize VoIP technology, where analog signals are converted into digital packets. These data packets are transmitted over the Internet and converted back into analog signals at the destination.

Here are simple steps on how a softphone works:

1. Digitization of voice
2. Packetization
3. Compression
4. Internet protocol routing
5. Quality management (QoS)
6. Destination conversion

Businesses are switching from traditional desk phones to softphones because of their various benefits, such as remote access, cost-effectiveness, greater call quality, and overall effectiveness as communication solutions.

Here are some reasons why businesses opt for softphones:

• Cost-effective
• Flexibility
• Mobility
• Integration
• Scalability
• Feature-rich
• Global reach
• Remote work enablement

Using softphones as a means of communication enhances customer experiences and improves conversation intelligence within a contact center.

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Key Features to Look for in a Softphone

Softphone software uses VoIP technology, which requires an active Internet connection to make and receive calls over the Internet. Businesses rely on softphone applications to provide real-time communication platforms, enhance conversation analytics, and manage contact lists.

Here are some must-have softphone features:

• Multi-device support
• Auto-attendant
• Call forwarding
• Call recording
• Integration with CRM
• Contact management
• Customizable user interface
• Conference calling
• Security features
• Business SMS
• Video conferencing

How do you set up a softphone?

Understanding the softphone is not enough; careful consideration is required to enhance organizational communication needs. Implementing a softphone application for making and receiving calls can benefit businesses through cost-effectiveness, flexibility, and integration with other business tools.

Here are the common steps to follow while setting up a softphone:

Step 1: Choose a softphone application

Step 2: Download and install the softphone app

Step 3: Lunch the softphone application

Step 4: Create or configure an account

Step 5: Configure account setting

Step 6: set up audio and video devices

Step 7: Configure network settings

Step 8: Test call functionality

Step 9: Explore additional features

Step 10: Update and maintain software

Setting up softphones requires careful planning, which leads to a positive communication environment. Shifting from a traditional phone system to an advanced and user-friendly softphone can increase productivity, save cost, facilitate remote work, and provide a unified communications solution that ultimately meets the evolving modern business communication needs.

Advantages of using softphones

A smooth communication system is essential for an effective contact center and overall business performance.

Here are some advantages of using softphones:

• Global reach and remote access with just an Internet connection
• Flexibility and portability for workforce engagement
• Advanced features like shared contacts, portal login, and business texting
• Cost-effective compared to hard phones
• Efficient team collaboration, reducing downtime and improving productivity

Softphones Vs. Hard Phones: Differences

Unlike a hard phone, a softphone allows one to make and receive calls without a physical device, whereas hard phones require a physical IP phone handset.

Softphones use virtual phone numbers to communicate, but traditional landline phones are connected directly to physical phone lines and fixed to physical locations. They have several limitations, such as limited features, fixed locations, lack of portability, limited connectivity, and more.

Here’s how softphones are different from hard phones:

Features	Softphone	Hard Phone (Desk Phone)
Integration	Integrates with CRM and other applications	Limited integration
Portability	Easy access anywhere with an internet connection	Fixed to one location
Cost and deployment	Lower initial cost and are easy to deploy and manage	Higher initial cost and require physical deployment
Features and Functionality	Advanced features, including call conference and auto attendant	Primary call function and limited features
Physical form	A software-based application that operates on computing devices like desktops and mobiles	Physical hardware device specifically designed for voice communication
Flexibility	Highly flexible	Less flexible and designed for fixed desk usage
Connectivity	Use VoIP technology to establish voice calls over the internet	Connect directly to the local network

How to choose the right softphone provider for your business?

Selecting the right softphone provider is not as easy as you think. It requires a thorough understanding of factors to consider, such as features and capabilities, compatibility, call quality, scalability, security, cost and pricing plans, customer support, and others.

You must confirm some queries while choosing the right softphone provider for your business, including: 

• Whether the providers offer an integrated service?
• Does it match with your business needs?
• How user-friendly is the softphone interface?
• What key features and functionality does the softphone offer?
• What kind of security measures the softphone provider has implemented?

These questions will help you effectively integrate a suitable softphone for your business. Implementing effective and featured rich softphones enhance business operations and provide robust security measures, a user-friendly interface, and integrated service.

Simply, when choosing a softphone solution, consider your requirements and key features, such as call recording, video calls, voice calls, call management, video meetings,  voicemails, instant messaging, and security.

Key factors to be considered when selecting a software-based telephone system for your organization:

• Features and Functionality
• Flexibility and scalability
• Security
• Call quality and sufficient phone lines
• Cost and pricing plans
• Customer support (24/7 troubleshooting)
• User interface and  ease of use
• Integration capabilities (Operating system compatibility)

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Conclusion

A software-based telephone system enables businesses to make and receive phone calls effectively over the Internet. Softphones use VoIP technology, eliminating the need for physical hardware and allowing employees to work from anywhere.

Cloud-based phone systems are not fixed in one location, making them ideal for businesses that require mobility and flexibility. They offer a wide range of features compared to traditional phone systems, enabling businesses to enhance communication solutions and improve customer experiences.

FAQs

Can you receive calls on a softphone?

Yes, you can receive calls on a softphone relying on an internet connection. Similar to a traditional phone, a softphone enables you to receive phone calls. To ensure smooth communication, it is important to have a stable and reliable internet connection.

What are the benefits of a softphone?

Using softphones is a perfect communication solution for businesses that offer various benefits, such as cost-effectiveness, mobility, flexibility, scalability, feature-richness, global reach, and unified communications.

What is the difference between a mobile phone and a softphone?

Mobile Phone

A mobile phone is a physical device with its own hardware components that connect to cellular networks for communication.

Softphone

Softphone is a software application that uses the Internet to make and receive calls and runs on computers, smartphones, or tablets.

What is the disadvantage of a softphone?

A softphone has various advantages, but it also has some disadvantages, such as dependence on the internet, power dependency, learning curve, compatibility issues, and limited emergency calling.