What Is a Softphone?

For decades, making a business call meant picking up a desk phone. Today, many people make and take business calls without touching a physical phone at all. Instead, they use a softphone, software that turns a computer, tablet, or smartphone into a fully featured business phone.

The Definition

A softphone is a software application that lets users make and receive phone calls over the internet using a computer or mobile device. The name combines "software" and "telephone."

Instead of a physical keypad and handset, users see an on-screen dial pad and call controls, and speak through a headset or the device's microphone and speakers.

How a Softphone Works

Most softphones use VoIP (voice over internet protocol) to carry calls over the internet, and SIP (session initiation protocol) to set up and manage calls.

When a user makes a call:

1. The softphone connects to the business's phone system or provider over the internet.
2. It uses SIP to set up the call with the person being called.
3. The user's voice is captured by the microphone, converted into digital data using a codec, and sent over the internet in small packets.
4. The other person's voice arrives the same way and plays through the headset.

To the person on the other end, the call works just like any other phone call.

Types of Softphones

Desktop applications

Installed on a Windows, Mac, or Linux computer. These are common in call centers and offices.

Browser-based softphones

Run directly in a web browser, with no installation needed. Many use a technology called WebRTC (Web Real-Time Communication), which allows browsers to handle voice and video. Browser-based softphones are popular with cloud contact centers because they're easy to deploy and update.

Mobile apps

Turn a smartphone into a business phone, allowing staff to make and take calls using their business number while away from their desk.

Built-in softphones

Many contact center platforms and CRMs include a softphone within their interface, so agents can handle calls in the same place they view customer information.

Common Softphone Features

Softphones typically include all the features of a business desk phone and more:

• Making and receiving calls.
• Hold, mute, and transfer.
• Conference calls.
• Call history and voicemail.
• Contact directories.
• Call recording, where enabled.
• Presence indicators, showing whether colleagues are available.
• Integration with CRM and other business software.
• Chat, video, and screen sharing in some cases.

The Benefits of Softphones

Work from anywhere

Softphones allow staff to make and take business calls from home, while traveling, or from any location with a reliable internet connection. This has been central to the growth of remote and hybrid call center work.

Lower costs

Businesses don't need to buy, install, and maintain physical phones for every user.

Easy setup and scaling

Adding a new user can be as simple as creating an account and installing an app, or opening a web page.

Integration

Softphones work closely with computer systems, enabling features such as screen pops, click-to-dial, and automatic call logging.

Flexibility

Users can switch between devices, such as a computer at their desk and a mobile app when away.

The Challenges

Dependence on internet quality

Call quality depends on the internet connection. Slow, unstable, or congested connections can cause choppy audio, delays, or dropped calls. Wired connections are generally more reliable than Wi-Fi.

Computer performance

Softphones share the computer's resources with other applications. An overloaded or outdated computer can affect call quality.

Headset quality

Poor headsets or built-in laptop microphones can lead to echo, background noise, and unclear audio. A good-quality headset makes a big difference.

Security

Because softphones run on computers and connect over the internet, they need to be protected like any other software, with strong passwords, updates, and secure connections.

Emergency calls

Softphones can be used from anywhere, which can make it harder for emergency services to know a caller's location. Businesses should make sure location information is kept up to date for each user, in line with local requirements.

Tips for Better Softphone Calls

• Use a good headset, ideally with noise cancellation.
• Use a wired internet connection where possible.
• Close unnecessary applications that use bandwidth or slow the computer.
• Keep the softphone and computer updated.
• Work in a quiet space to reduce background noise.
• Test your setup before important calls or shifts.

Softphones vs Desk Phones

Desk phones still have their place. They don't depend on a computer, they're familiar, and some people prefer them. But softphones offer flexibility, integration, and lower costs that suit modern ways of working, especially remote and hybrid call centers. Many businesses now use softphones as their main tool, with desk phones only where specifically needed.

The Phone Inside the Computer

The softphone has quietly transformed business calling. By turning computers and mobile devices into business phones, it's made it possible for call centers to operate from anywhere, connect calls seamlessly with customer information, and adapt quickly as needs change. For many people in call center work today, the softphone is simply "the phone."

Related articles

• A Beginner's Glossary of Call Center Terms
• What Is Average Handle Time (AHT)?
• What Is Service Level in a Call Center?