A softphone is a software application that lets employees make and take business calls from a laptop, desktop, tablet, or smartphone instead of a desk phone. It runs on VoIP (voice over internet protocol, which carries calls as data over an internet connection), so a softphone user keeps the same business number and extension wherever they log in. For small and midsized businesses, the practical gains come down to five areas: mobility, lower hardware spend, faster onboarding, built-in collaboration, and tighter links to the software teams already use.
Softphones give a small business the features of a full office phone system on devices employees already carry, with far less hardware and setup.
1. How do softphones help remote and hybrid teams?
Softphones suit remote and hybrid work because the phone goes wherever the employee goes. Anyone with the app installed and a stable internet connection can take business calls from home, a client site, an airport lounge, or a branch office. According to Gallup’s hybrid work tracking, about half of US employees in remote-capable jobs now split their week between home and the office, and a desk phone that only rings in one of those places is a poor fit for that pattern.
A sales rep can answer a client call from the road, and a support agent can work the queue from a home office, without either of them handing out a personal cell number. Call quality depends heavily on the connection, so it pays to check how much bandwidth remote staff actually need before rolling softphones out to a home-based team.
There is a professional upside too. Calls go out under the business number rather than an employee’s personal mobile, so customers see a consistent caller ID and staff keep work calls separate from personal ones. When someone leaves the company, their extension stays with the business instead of walking out the door on a private phone.
Remote calling does widen the attack surface. NIST’s guidance on telework and remote access security recommends treating any device that connects to company systems from outside the office as a potential entry point. That’s why we pair softphone deployments with a business-grade VPN (virtual private network, which encrypts traffic between the device and the company network) for staff who work off-site.
2. Are softphones cheaper than a traditional phone system?
For most small businesses, yes. A traditional office phone system usually means buying a desk phone for every employee and running cabling to each one. Many also rely on an on-site PBX (private branch exchange, the hardware that routes calls inside a building), which comes with its own maintenance contract and eventual replacement bill. Those costs climb every time the business hires or opens a new location.
Softphones run on computers and phones the business already owns. Most teams still budget for good headsets, and choosing the right VoIP headset makes a noticeable difference to call clarity, but there’s no longer a handset to buy for every desk. Adding a user means creating an account and installing the app, which takes minutes rather than a service visit.
Monthly costs tend to drop as well. Because VoIP carries calls over the internet rather than traditional copper phone lines, long-distance and international rates are often lower, depending on the provider and plan. As the team grows, the phone system grows with it through added licenses instead of new hardware purchases.
3. How easy are softphones for employees to learn?
Most employees pick up a softphone within a day. The interface looks like the messaging and video apps people already use, with clearly labeled buttons for mute, hold, transfer, and voicemail. Contact search and call history usually sit on the same screen, so there are no feature codes to memorize.
That familiarity shortens onboarding. A new hire can start taking calls on their first morning instead of waiting for a desk phone to be installed and programmed. For businesses that bring on seasonal staff or add remote employees quickly, removing that setup lag is one of the benefits people notice first. A softphone also slots in neatly alongside the essential tech remote workers need when equipping someone who won’t be in the office.
4. Can softphones handle video conferencing and team collaboration?
Many can. Most business softphones now bundle video meetings and screen sharing with voice calling, and a good number add team chat and conference bridges on top. Having it all in one app means employees spend less time jumping between separate tools during the day.
Video helps most when a conversation needs more than words. A quick screen share can settle a question about a spreadsheet or a software setting in two minutes, where the same issue might otherwise run to a dozen emails. Client presentations and remote training sessions also land better face to face, even through a screen.
Some platforms go further and fold the phone system into the collaboration suite itself. Microsoft’s Teams Phone, for example, adds full business calling to Teams on desktop and mobile, which suits companies already standardized on Microsoft 365. Video and call recording are two of the features worth checking in any business VoIP system before signing a contract.
5. How do softphones integrate with CRM and other business software?
Integration is where softphones pull furthest ahead of desk phones. Many connect directly to customer relationship management (CRM) platforms, help desk software, calendars, and email, so calls become part of the same record as everything else the team does.
A CRM integration is the clearest example. When a call comes in, the softphone can pop up the caller’s account history and any open support tickets before anyone answers. The employee picks up already knowing who’s calling and why, which usually makes for a shorter, more useful conversation.
Call logs and recordings can also sync back to the CRM automatically. That cuts down on manual data entry and missed details, and it gives managers a clearer view of call volume and team performance without chasing spreadsheets.
This flexibility comes largely from shared standards. Most business softphones use SIP (Session Initiation Protocol, the open signaling standard that sets up and ends internet calls), which is why they can work with a wide range of VoIP providers and phone systems rather than locking a business into one vendor’s hardware.
Is a softphone the right fit for a small business?
For most small and midsized businesses with remote staff or more than one location, softphones are a sensible first step in modernizing the phone system. Getting the rollout right does take some planning. Network readiness, security settings, number porting, and integration with existing tools all need attention before the switch.
CyberJaz sets up and supports VoIP phone systems for small businesses across the Pittsburgh region, from checking the network beforehand to connecting calls with the CRM afterward. To find out whether softphones fit the way the team works, talk to our VoIP specialists about a rollout plan.
Frequently asked questions about softphones
What is a softphone?
It’s an app that turns a computer, tablet, or smartphone into a business phone using VoIP. Users make and receive calls under the company number and extension, with voicemail and call transfer built in, from any device where the app is installed.
Does a business still need desk phones after switching to softphones?
Not necessarily. Reception desks and high-volume call handling can still benefit from a dedicated handset, so many businesses run a mix of both. We weigh the trade-offs in our comparison of softphones versus hardphones.
Are softphones secure?
They are as secure as the devices and networks they run on. NIST’s security guidance for VoIP systems stresses encrypting call traffic and keeping endpoints patched, and phone systems are a growing target for vishing and VoIP scams. Multifactor authentication and a VPN for remote users close most of the common gaps.
What happens to softphone calls if the internet goes down?
Calls at the affected location stop until the connection returns. Because the app also runs on smartphones, employees can switch to cellular data and keep working, and calls can be set to fail over to other numbers automatically. Our guide to preventing VoIP downtime covers backup connections and failover in more detail.
What equipment does a softphone user need?
Beyond the app itself, the essentials are a stable internet connection and a decent headset with a noise-canceling microphone. Built-in laptop microphones work in a pinch, but they pick up far more background noise and echo.
