What Is a Softphone, Its Features, and Benefits for Your Business


August 26, 2021

Written by

Merlene Leano

The days of the landline phone are now gone. As the virtual becomes a trend, flexible communication solutions are becoming more and more essential. The Internet that connects people from all walks of life has played a vital role to make communication easier and faster. Part of the innovative ways to communicate with the customer is having a softphone system.

Call it the modern-day telephone, the system brings all the functionalities of a desk phone and integrates it with a desktop computer or mobile device. It’s most distinctive feature is that it allows users to make or receive calls using VoIP (Voice over Internet Protocol). 

Softphone software is the trend nowadays that even businesses are taking full advantage of its convenient nature. To start off, the said technology lets employees stay connected with customers more seamlessly. There is no need to set up tangible tools or facilities as one would with a regular landline. Also, users can easily access your business through a conference, voicemail, collaboration using a mobile device, desktop, laptop, or tablet.

There are several other benefits that the digital counterpart of landline phones have to offer, but before we explore that, let’s delve deeper first into the definition and unique structure of this particular business communication software.

What Is a Softphone

Softphones for business are no longer new, yet not everyone has a full grasp of how it works and why it is a viable tool for customer support and lead generation. If you compare the difference between hard phones and softphone in this day and age, where people are heavily reliant on wireless connections, you can say that the latter embraces consistent accessibility regardless of location, physical distance, or time zone differences.

It’s quite simple to know how softphone works. It is software-based, meaning you can make calls with the help of an internet connection. Customers can reach out to businesses whenever, wherever. 

Ideally, your softphone app will be installed on a smartphone, tablet, or laptop and can be used by having a data connection or a Wi-Fi connection for it to be operational. This hi-tech solution has been a great help for businesses because it is both flexible and low-cost. A softphone typically lets you keep records of your most recent calls, save an address book for your contacts, and adjust the loudness or softness of the sound on your headset using the volume control button. Thanks to this innovation, several companies found it easy to shift to a remote work setup while staying connected with staff.

Softphone Features

Most softphones are designed for the convenience of people. It has been helping companies in delivering flexible solutions to maintain fluid connectivity within their company and establish an easy way to communicate with existing customers and target audience. 

echnologies keep growing rapidly, you don’t want to be left behind.

Additional key features of the digital phone’s software are as follows:

  • Caller ID — To identify inbound callers along with their location and contact information
  • Voicemail — To leave messages in case urgent calls are left unattended or unanswered by the recipient
  • Call Hold — To serve as a buffer for when several inbound calls enter and interrupt each other at the same time. It is also useful in ensuring that customers stay in line while agents seek suitable solutions for their query.
  • Call Transfer — To refer customers or callers to more appropriate personnel in resolving their concerns.
  • Volume Control and Mute — To adjust and minimize and feedback or background noise during a call, and to ensure that discussions in all calls remain clear and free from any form of miscommunication
  • Quick Search Directory Dialing  — To find contacts you wish to initiate a call with more quickly and dial their number automatically once the search finds an exact match of their information in the directory 
  • Video Calling  — To establish a more personal connection by allowing the people on the other end of the call to see the face behind an agent’s voice
  • Instant Messaging  — To clarify specific details or follow-up on important messages exchanged within the call. It is likewise viable for when the customer or agent experiences technical problems with the softphone while a call is ongoing.

Benefits of Softphones for Businesses

Softphones have become increasingly popular as businesses are switching from a traditional office to a remote or flexible environment. Communication is a crucial aspect of sustaining a business, followed by the use of practical and adaptable resources. On the other hand, even the most convenient tools also have its own set of setbacks. For you to fully utilize this handy version of a landline phone, you also need to educate yourself on the benefits and drawbacks of softphones. 

Ease of Use

Admit it, the current generation is more comfortable with using shortcuts or finding easier alternatives to how everyday undertakings are traditionally carried out.Communication is no exception. People often seek simple yet susceptible channels of connectivity. Say, in an office setting, you want to get urgent updates from your employees. Instead of taking your eyes off the screen, you just have to click and call. You can say that ‘hassle-free’ is the best way to describe softphone benefits.

Even for your target users, it doesn’t take much for them to receive or make calls to let their concerns and feedback known. Stay in touch with your customers with the added assurance of long-term and effective business communication.


A desk phone requires a fee to maintain the call services, making it an expensive tool to have on site. It must be paid on a monthly basis, otherwise the line could get cut off. Whereas,  softphones are quite affordable and more manageable in terms of cost. The company only needs to pay for bandwidth rather than minutes. Once the software is installed, you dramatically save more money for your business, seeing as how calls made through your VoIP software are often free. Also, long-distance contact becomes cheaper compared to how much a telecommunications company would charge if you were to use a traditional phone.

Consistent Employee Presence

Real-time customer support is a major element of effective calls. With a softphone, you can view the availability of the client. It is easy to identify who is available and when is the best way to reach them. An optimal softphone has a status indicator that is color-coded with the ability to leave notes (such as “will be back from lunch at 1 PM.”) 

Employee presence is vital in communication. It will reduce customer waiting time and improve the overall customer experience. Softphone ensures that inbound calls are picked up and transferred in time.

Chat and Messaging

Businesses prefer to share content and collaborate via chat and messaging. When using a desktop softphone, users can easily chat with their team instantly. They can send individual messages for data verification or collaborate to resolve a customer’s concern within a group chat. Communication occurs instantaneously and teamwork flourishes. Meanwhile, it is significant to know that not all softphones offer the chat feature. Should you need a digital phone that supports chat features, check with your software provider first before installing it into your system.

Better support for a remote workforce

The features of a softphone system enable employees to stay connected, whether they are working in the office or within the comforts of their home. The solution is perfect for remote work environments. It allows your team to be more productive and conduct business anywhere in the world.  Don’t fret about missing any important details, or reduced rapport among your staff.


More and more businesses realize the benefits of implementing softphones in the company’s workforce. It gives companies better mobility and flexibility. The best part is most of the essential components of softphones are developed based on the needs of the customers. Whether you decide to implement softphones in your customer support operations or not, it should depend on your business’ needs.

Multilingual call center services enable businesses to reach a global market with the help of real-time agents. New Media Services, provides highly skilled agents from different cultures that speak different languages. Aside from our diverse coverage of languages, we are also proficient at bringing efficient assistance to your customers. Our call center solutions include toll-free number acquisition support, 24/7 availability, inbound and outbound coverage, real-time call metrics, and custom-fit services.

Maximize the pros of using a softphone when you pair it with our smart and flexible call support expertise. Outsource to us today.

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