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Softphones offer many benefits, especially as business owners have increasingly high expectations for phone systems and require flexible, reliable solutions that allow their workers to be available by phone at all times, no matter where they are.

Softphone Pros

If you are interested in learning more about the pros, they are as follows.


The biggest benefit of softphones is their low cost. They are software-based, which means minimal equipment is needed – just a smart or internet-enabled device and a headset – and maintenance is included in your monthly service fee. Most services include video calls and multiparty conferencing, meaning you won’t have to pay extra for those services. Softphones help you cut costs on hardware, phone service and maintenance, since upgrading your system is as simple as updating your software. Additionally, softphones make it possible to make international calls for a fraction of the cost of the fees associated with making an international call in the traditional way.


Choosing a software-based business phone system also gives your business scalability – your softphone system can easily adjust as your business grows.


An additional major benefit of softphones is their flexibility. Because you can use your softphone from any internet-enabled device, you can make and receive calls from anywhere in the world from your phone, tablet or computer. This makes softphones ideal for businesses with multiple locations, telecommuters or frequent travelers. Softphones also protect one’s privacy; you no longer have to use or give out your personal number.

Easy integrations

Integrations are increasingly important, too. For example, many softphones can integrate with customer relationship management (CRM) platforms so that every call that comes in calls up the correct contact in your system.

Ease of use

According to Pinnacle Telecom, another major benefit of softphone systems is that they are easy to use. Given that we are in an age in which having basic computer knowledge is common, softphone systems are especially easy to use for most people. Rather than having to fiddle around with buttons on the phone, these systems can be controlled with the click of a mouse.

Easy upgrades

Unlike hardware, which must be totally replaced once it becomes dated, software can be easily upgraded. Moreover, given that software is licensed, upgrades come automatically, without having to purchase new software.

Employee presence

Another major benefit of the softphone app is employee presence. In particular, real-time presence is one of the key elements to managing calls effectively. Using a desktop softphone, you will be able to view the availability of business associates in your network. They can also see if they’re available, as well as the way to reach them.

Video call hosting

One major benefit of softphones is that they allow you to host video calls. Much unlike a typical desk phone, you are able to call someone the normal way, or you can connect with them via video call. This is an especially useful feature in the age of the COVID-19 pandemic. Although many clients and companies prefer in-person meetings, this face-to-face option is often considered a suitable alternative. This allows users to participate in multi-line conferencing without having to leave the comfort of their own homes or offices. Moreover, given that the calls are being made from the app, there is no need to purchase an expensive smartphone or other costly equipment to do so.

Easy access to recorded calls

Another great benefit of softphones is that they allow users to more easily access recorded phone calls. According to AirCall, given that the app uses cloud-based phone solutions, this makes it much easier to access recorded phone calls. In particular, recorded calls can typically be accessed by simply clicking on a link to an online file that is created automatically after each call. These links can be stored and shared with the simple click of a button.

Clutter-free service

A great benefit of using a softphone is that it is a clutter-free service. Most companies and home businesses are trying to find the best ways to maximize space while also eliminating germs, so finding the best ways to upgrade your space without creating more clutter is essential.

In many cases, a desk holds things, such as computers, phones, supplies, etc., which can make regular sanitation more difficult. This can be a lot to manage when you are dealing with limited spaces and trying to eliminate the possibility of spreading germs via unclean surfaces. However, softphones help eradicate unnecessary clutter, since a softphone is essentially just an app installed onto your device.

Softphone Cons

On the other hand, softphone cons are as follows.

You must have a reliable internet connection.

Softphones may not be the right solution for every business, though. They aren’t a feasible option for businesses that do not have a reliable internet connection. Softphones are entirely internet-based – they don’t function well (or at all) without a strong internet connection. Make sure your connection is reliable and secure and doesn’t cut out.

Your devices must be up to date.

Second, check that your employees’ devices are up to date and function well since softphone access also heavily depends on the device used for the call.

Quality can be inconsistent.

Third, you’ll need to determine how you and your employees will make and receive your calls, i.e., whether you will use the speaker and microphone on your device or purchase headsets. Softphones may not always offer the same call quality as traditional phones, especially when using your device’s internal microphone and speakers.


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