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Unified communications may be the default for communications experiences today, but few technologies have made UCaaS more accessible than softphones.
What are they precisely?
What is a Softphone?
A softphone is a form of software that creates a virtual phone as an app, enabling any device with an internet connection to make and receive calls.
- This means any smartphone, tablet, desktop computer, and laptop can be used as a softphone.
- Softphones are software-based phones that play an integral part in any UCaaS platform, providing the backbone for voice, video conference calls, meetings, messaging, and innovation.
Hardphones are physical desk phones; softphones are apps. Hardphones are more reliable but limited in features. Softphones offer mobility and advanced PBX access. Softphones scale easily; hardphones are fixed but user-friendly.
If you have a minute, dive into this quick video that covers the essentials of softphones:
Be it cost savings, scalability, or unifying communications, softphones are flexible enough to either replace legacy communications or integrate into larger operations.
Related read:
A softphone is an app that enables making and receiving calls over the internet without traditional phone hardware. They use a device’s internet connection for both voice calls, video calls, and MMS through a VoIP service.
Softphones have the functionality of a physical phone without a dedicated infrastructure to provide services. An Internet connection allows the app to access the VoIP provider’s network to make and receive incoming calls, without compromising on more modernized features like video calls, instant messaging, and MMS.
Softphones connect to a VoIP service via the Internet, allowing calls, video call chats, and messaging on digital devices without traditional phone hardware.
Above all else, softphones are designed to be user-friendly. Developers of these apps know that they’re going to be used throughout different organizations, operating systems, and by users with all levels of technical expertise.
This means special care is paid to crafting software that anyone can pick up and use on a computer or mobile device.
Softphones in larger Unified Communications as a Service (UCaaS) suites are parts of broader, integrated communication ecosystems. These aren’t standalone applications, but tools inside enterprise platforms.
In popular UCaaS suites like those offered by RingCentral, Nextiva, or Microsoft Teams — softphone functionality is added into a broader tapestry of communication tools. These softphones serve as the voice and video calling interface within a much larger system.
UCaaS-based softphones are best for medium to large enterprises requiring a holistic communication solution, such as big call centers. They excel in providing a unified experience where voice calls are just one part of a multi-faceted communication strategy.
Traditional business VoIP softphones like CounterPath’s Bria focus on providing reliable, high-quality voice communication over the Internet. They’re best for businesses that primarily need robust voice calling capabilities without the full suite of UCaaS features.
These softphones shine in their ability to replicate and enhance traditional phone system features, making them perfect for companies transitioning from legacy phone systems to VoIP.
Simple VoIP dialers like Zoiper, or its alternatives, are straightforward softphones that focus on ease of use and basic functionality. They’re best for individual users or small businesses that need a no-frills VoIP solution.
These softphones excel in their simplicity and compatibility, often working across various devices and operating systems with minimal setup.
White-label softphone platforms like Acrobits Cloud Softphone allow businesses to create custom-branded communication solutions. They’re best for service providers or large enterprises looking to create branded communication tools for a variety of unique use cases.
These platforms stand out in their customizability, allowing businesses to tailor the softphone experience to their specific needs and brand identity.
With over 300 different types of modifications available, Cloud Softphone is one example of a customizable, white-label softphone that allows you to customize your feature set.
Are you interested in seeing how further you can personalize and tailor an app to your needs? Book a free demo today so you can see your ideas in action.
Create a custom white-label softphone with Cloud Softphone.
Residential VoIP softphones like Ooma are designed for home users looking to replace traditional landline services. They’re best for individuals or families wanting affordable, feature-rich home phone solutions.
These softphones excel in providing familiar phone features alongside modern capabilities, often at a lower cost than traditional phone services.
Open-source softphones like Linphone provide a flexible, customizable option for businesses or individuals with technical expertise. They’re best for those who want full control over their softphone implementation and are comfortable with some level of coding or configuration.
These open-source solutions shine in their adaptability and cost-effectiveness, allowing for extensive customization to meet specific needs.
Ideal for individuals looking for a better SIP softphone experience.
Mobile-first softphone apps like Acrobits Groundwire are designed primarily for use on smartphones and tablets. They’re best for businesses with a highly mobile workforce or those embracing BYOD (Bring Your Own Device) policies.
These apps excel in providing a full-featured softphone experience optimized for mobile devices, ensuring employees can stay connected wherever they are.
Softphones are everywhere. You may have even used one before in your personal life. Some notable consumer-level softphones are:
Any other app that allows users to make calls over the Internet regardless of the presence of cell service can be considered a softphone.
Each type of softphone caters to different needs, from comprehensive business solutions to simple dialers for individual use. By understanding these types, you can choose the softphone that best fits your specific requirements.
| User Type | Average Monthly Price | Included Features |
| Individuals | $10 – $20 | Basic VoIP features, Single device support. |
| Freelancers | $20 – $40 | Enhanced VoIP features, Multi-device support, and Basic CRM integrations. |
| Small Businesses | $40 – $80 | Advanced VoIP features, Multi-user support, and Comprehensive CRM integrations. |
| Corporations | $80 – $150+ | Enterprise-level features, Custom integrations, Dedicated support, VoIP Analytics, Multi-user Support, CRM Integrations, and more. |
| Cost Type | Deskphone | Softphone (VoIP) |
| Monthly Cost per User | Average $15-$83, depending on the system and size of business (source, source) | $10 to $30 (source) |
| Initial Setup (per user) | $300 to $1000 (source) | Low to none; setup for on-premise devices around $50 per extension. |
| Start-Up Costs for Teams of 20 | Varies, but a PBX system can average $800 to $1000 per user. | Approx $14,500. |
| Installation Costs | $500 to $2500 per device (source) | Approx $50 per extension. |
| Monthly Internet Service | $50 to $350, depending on required speed and quality. | $50 to $350, depending on required speed and quality. |
| Hardware Costs | $50 to $700 per phone. | Softphones may require a headset ($15 to $350) or optional VoIP desk phones starting at around $50 (source) |
| Operational Costs | Fixed (independent of usage) | Scalable (depends on the number of users) |
| Cost Reduction Potential | Low | High (up to 50% for established companies, 90% for startups) |
| Pros | Cons |
| Free softphones allow individuals to access calling features and infrastructure without having to pay. | Free wifi calling apps almost always have worse call quality and reliability. |
| Access calling and phone numbers without the need for a physical sim. | Even though you aren’t paying them, you should be aware of data breaches and poor encryption. |
| Some may offer free international calling. | It’s usual to see paid promotions and ads interrupting workflow and usability. |
| Very easy to set up and start using. | Some free products come with poor usability, both in the UX and UI of the softphone applications. |
Related article:
There is no concrete list of differences between free and paid softphones, but lesser services are almost always the most noticeable difference.
Every software and hardware tool has specific features. Let’s examine the most important features of softphones.
The best softphone apps do much more than place calls. Look for top features like:
You may find some of these features with a hardwired phone system, but it’s important to remember a softphone is designed to give users more control.
This being said, why do people still use hardphones?
Looking for a direct comparison between softphones and deskphones?
We’ve covered this topic in detail here: Hardphone vs Softphone: Key Differences, Benefits, Use Cases, & More
There are many benefits of unified communications technology in the workplace. Some of the top ones include:
Benefits |
Why This Matters |
| Save Ongoing Costs by Using a Softphone App | Companies can reduce their phone costs by up to 50% after switching to VoIP softphones. Startups benefit by reducing phone costs by 90% by avoiding in-house infrastructure as softphones are typically billed per user. |
| Maintain Work-Life Balance on the Same Device | Softphones create a way for employees to make and receive calls on their mobile devices, without using their personal phone numbers. This allows employees to balance between their normal phone and company-specific phone. |
| Softphones Don’t Need a Dedicated Connection | Hardware phones work on dedicated connections to ensure voice quality, such as a phone line. Softphones do not require any additional infrastructure and are designed to operate efficiently over an internet connection. VoIP softphone calls also consume less bandwidth than traditional telephone lines. |
| Eliminate Additional Hardware | No more desk phones and multiple lines, no more in-house infrastructure for telephony — all you need is a quality softphone solution. You won’t need to worry about installing and maintaining your PBX server anymore, either. Softphones make all calls over a standard internet connection. |
| Support Integrated Video Conferencing and Calling | A top-tier softphone solution will have video calling integrated. Video calls are quickly gaining popularity. Ensure that your business is ready with the right softphone that already has integrated video calling. |
| Add New Lines As Needed | Adding new lines is easy. Anyone with the right access level can create a new line. New employees should never be stuck waiting for their phones. |
| Increase Work Efficiency with User-Friendly Improvements | Softphones also improve your workflows with powerful features like call transfers, visual voicemail, notifications, file sharing, and more. These set of improvements are essential for call centers and businesses that heavily rely on making calls on a day-to-day basis. |
| Enhance Business Flexibility | Businesses wishing to reduce operating expenses, become increasingly agile, and embrace a hybrid workplace can use softphones. Building and maintaining an in-house telephonic system is going to keep your expenses high. Conversely, softphones are billed based on real usage and the infrastructure is built elsewhere. |
Softphones can be considered the tip of the unified communications platform iceberg. Take the time to thoroughly understand every feature offered by the softphone and make sure that it has all of the softphone app features that your business is looking for.
Considering a custom softphone solution? Our free ebook breaks down the build vs. buy decision. Download it now to make an informed choice for your business.
Compare your costs and options when choosing between the DIY route and white labeling.
Are you ready to finally dive into unified communications? Watch our demo today to discover how we can help your organization thrive.
Softphones can be either free or paid depending on the features and services needed. Free softphones typically offer basic functionalities suitable for personal or limited professional use.
A primary disadvantage of softphones is their dependency on a stable internet connection.
Softphone applications cannot function without internet access, limiting communication capability, particularly in areas with poor connectivity.
This reliance poses a challenge for users when consistent, high-quality internet service is not guaranteed.
A softphone is a software-based component of VoIP technology, allowing users to make calls over the Internet from a computer or mobile.
While VoIP is the broader system that also includes hardphones, a softphone specifically refers to the application that enables VoIP calls.
It is called a “softphone” because it is software-based rather than a tangible (‘hard’) device like a traditional phone.
“Soft,” short for “software,” signifies that the phone functions are provided through an application running on a computer or mobile device, utilizing internet protocol (IP) for communication.
No, softphones are no more complicated to install than any other application, both in desktop and mobile.
Fortunately, the requirements and limitations are quite minimal:
To use a softphone you will need a softphone app, an internet connection, and a VoIP SIP account.
Most free softphone apps still need a connection to VoIP service providers for the minutes and the phone number, which comes with a cost.
Headsets are recommended for softphone usage to guarantee the highest quality telephone calls. You can also use speakers and a microphone as alternatives, but that can result in the microphone picking up the voice coming out of the speakers.
A softphone is a piece of software, so it looks quite similar to any other app that can make phone calls now. Additionally, early softphones were designed to mimic hardware phones, so there is plenty of overlap between how they look and feel — even if one is software and the other isn’t.
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