What Is a Softphone? Overview, Benefits, & How To Get One

A softphone, or soft phone, is an app that lets you make and receive phone calls over the internet on a computer or smartphone. It works like a desk phone, with a dial pad, business number, voicemail, and call controls, but requires no physical handset.

You can use your business line from your desk, at home, or while you’re on the go. Here’s how softphones work, which features they offer, and how to set one up.

What Is a Softphone? 

A softphone gives you a digital calling interface on a computer, tablet, or smartphone you already use. Open the app to dial a number, answer an incoming call, check voicemail, or transfer a caller.

It works through your Voice over Internet Protocol (VoIP) business phone service, so remote and hybrid employees can use their business numbers without sharing their personal mobile numbers.

Like a physical desk phone, it handles everyday calls. Depending on your provider and plan, the software may also include call forwarding, call recording, instant messaging, video conferencing, and integrations with CRM platforms and other collaboration tools. Those features can also support teams that handle calls from a central location.

How Do Softphones Work?

When you sign in with your VoIP provider credentials, the softphone connects to your company’s phone system and loads your calling settings. You can place and receive calls through the app using your device’s built-in microphone and speakers or a connected headset. On outgoing calls, customers see your assigned business phone number rather than your personal mobile number.

Here’s what happens when you place a call:

• The app starts the call. You dial a number, and the softphone sends the request to your VoIP provider.
• Your voice travels over the internet. The app converts your voice into digital packets and sends them across an IP network.
• The provider routes the call. It connects you to the recipient, including someone using a regular phone number, and applies your caller ID and other phone settings.

Behind the scenes, protocols such as SIP (Session Initiation Protocol) help establish, manage, and end the call. You don’t need to configure them for each conversation, but you do need a stable internet connection for clear audio.

Got a few minutes? Jessica breaks it all down for you in the video below. 

A VoIP phone service provider, such as Nextiva, typically offers softphone apps for download. Alternatively, there are standalone softphone apps that require further configuration. 

In just a few minutes, you’ll get a closer look at softphones and see why they’re so popular, their key features, and our top picks for the best softphone apps for you and your team. 

Why Businesses Choose Softphones

When you want to get your team talking, softphones are a practical choice. They give employees access to a business line without tying every person to a desk phone.

1) Cost-effective desk phone alternative 

A VoIP softphone is a cost-effective alternative to expensive traditional phone lines and hardware systems. Businesses that switch to softphones typically reduce phone costs by 60% by eliminating the need for expensive desk phone hardware.

Unlike a VoIP phone, you typically get softphone functionality included (or at a low cost) with your existing business phone service. This way, you’re not left paying for equipment you don’t fully use.

2) Instant setup and deployment 

Downloading a softphone application on your computer or mobile device takes only minutes. Setup usually only requires logging in with your VoIP provider’s credentials. Onboarding new team members is also quick, as it only involves creating an account.

Softphones are compatible with various devices and operating systems. The best choice is to download a software application, but your web browser can also work well.

Since there’s no physical hardware involved, you can have your softphone ready to use within minutes.

3) Easy to use and support 

Today’s softphone apps offer an intuitive interface, such as a telephone dial pad, tabbed sections, and real-time notifications. There is usually some consistency between desktop and mobile apps, making them familiar to users.

And since they’re software-based, updates can be rolled out to introduce new features without the need for physical system modifications. Ensure your softphone provider has robust security measures in place to safeguard your communications.

4) Access to more features 

Softphones often come with a wider range of features than conventional phones.

These features can help improve call handling, enhance collaboration, and simplify communications. Examples include call forwarding, CRM integration, video conferencing, and call transfers. Calls made with softphones can also be easily integrated into customer relationship management (CRM) systems. Softphones enable conference calling and video calling at no additional cost.

Starting a call center soon? The same softphone app offers this functionality built-in for your team.

Softphone benefits for enterprises

• Enhance call center efficiency. Call centers utilize softphones to boost agent performance. Features such as intelligent call routing, call queuing, live monitoring, and performance analytics enhance service delivery while reducing hardware and maintenance requirements.
  
• Simplify technology requirements. Softphones eliminate the need for desk phone hardware, simplifying deployment and reducing costs. Their ability to integrate with key enterprise platforms like CRM systems and help desk tools streamlines workflows and supports more coordinated communication strategies.
  
• Adds greater business agility. Adding softphones for your team requires no additional physical infrastructure. New users can be added quickly with minimal setup, making it easy for businesses to scale communication operations in line with staffing needs.

What are some additional features that softphones offer? We’ve got you.

Essential Softphone Features

Despite its name, softphone software does much more than just place and receive phone calls; it also includes advanced calling features.

• HD voice calls: Talk to users in richer, high-definition quality. It makes your voice sound clear, crisp, and confident to callers.
• Contact lists: Store, access, and manage contacts to improve efficiency and organization. Never frantically search for the best number to reach someone.
• Text messaging: Send and receive SMS and MMS messages through your softphone app. This lets you send text messages from your VoIP line.
• Video calls: Meet face-to-face in a video conference from your softphone app. There are no separate apps or clunky downloads.
• Visual voicemail: Easily playback or even read voicemail messages, with no confusing pins or keypresses to memorize. You can also receive these voicemail transcriptions via email.
• Computer Telephony Integration (CTI): CTI functionality enables you to answer, reject, or hold calls using your headsets. Effortlessly manage calls like a pro through a softphone.
• Presence management: Indicate if you’re unavailable for calls, on a call, or are available to receive incoming calls.
• Call transfer: Seamlessly transfer calls to another user or team within your business. This way, callers don’t have to call back again.
• Encryption: Ensure your conversations are secure and stay private. Look for a provider that supports encryption for call signaling and audio, and check how it protects calls on your chosen connection.
• Conference calling: Conduct a group audio call instantly without a complicated dial-in process. Your team is collaborating with just a click.
• Call recording: Record phone calls automatically or on demand, allowing you to review past conversations and enhance quality assurance.
• Caller ID: Manage the provided caller ID information, including your name, company, area code, and phone number.
• Call forwarding: Toggle to enable or disable forwarding your calls, such as to another team member or your company’s auto attendant.
• Call pulling: Swap devices without any interruption. For instance, if you’re going from a desk phone to a softphone or vice versa.

How to Set Up a Softphone

You’ll need a business phone service or a compatible VoIP account before you can call regular phone numbers. If your company manages the phone system, ask an administrator to create your account and assign your business number or extension first.

Set up a softphone on your desktop

1. Download the app. Get the Windows or macOS version from your provider’s official website. If your provider offers a browser version, check which browsers it supports.
2. Install it and sign in. Use the credentials or sign-in method your administrator provided. A standalone SIP app may also require account and server settings from your VoIP provider.
3. Choose your audio devices. Allow microphone access, then select your headset, microphone, and speakers in the app’s settings. Turn on desktop notifications for incoming calls.
4. Check your calling settings. Confirm your business number or extension, voicemail, availability, and any forwarding rules. Your administrator may manage some of these settings.
5. Make a test call. Call an outside number, then call your business number from another phone. Check audio in both directions, caller ID, voicemail, and transfers if your team uses them.

Set up a softphone on your mobile device

1. Download the mobile app. Follow your provider’s official link to the Apple App Store or Google Play.
2. Sign in to your account. Use the credentials your provider or administrator gave you. Confirm that the app shows your assigned business number or extension.
3. Review app permissions. Allow microphone access and turn on call notifications so you can see incoming calls. Review any other permissions the app requests, such as access to contacts.
4. Check your calling settings. Review your availability, voicemail, and forwarding options. Connect a headset if you plan to use one.
5. Test calls on Wi-Fi and mobile data. Make an outgoing call and call your business number from another phone. Check that you can hear and be heard, your business caller ID appears as expected, and incoming calls alert you when the app isn’t open.

Before rolling the softphone out to your team, have a few employees test it on the devices and internet connections they’ll use for work. Keep the apps updated, and check your desktop audio selection whenever you switch headsets.

Softphone Downloads for Windows, macOS, iOS, and Android

The basic setup is similar across platforms, but the device you choose affects how you take calls.

Platform	Where to get the app	What to check
Windows	Your provider’s official desktop download page	Supported Windows versions and headset compatibility
macOS	Your provider’s official desktop download page	Supported macOS versions and microphone permissions
iOS	The App Store link provided by your provider	Supported iOS versions and incoming call notifications
Android	The Google Play link provided by your provider	Supported Android versions and incoming call notifications

Softphone apps are available for several devices, but supported operating system versions and app features vary by provider. Check these details before downloading. Nextiva currently provides NextivaONE downloads for Windows, macOS, iOS, and Android.

Top Softphone Apps for Business Use

So, which softphone should you use? You have many options, but here’s a quick roundup of different VoIP apps. 

1. Nextiva

NextivaONE by Nextiva is more than a softphone system; it’s a complete communications solution. The company includes a free softphone on any desktop (Windows, Mac, or Linux) or mobile device (iOS, Android).

With Nextiva, you can manage calls, send texts, and conduct video conferences from your computer or mobile device. This makes it a cost-effective solution for businesses, as it eliminates the need for expensive hardware by allowing employees to use their personal devices.

Softphone apps from Nextiva offer businesses a lower-cost option for deploying office communications, providing essential features for remote work and call centers. This makes them an attractive option for companies seeking to optimize their communication infrastructure.

2. Zoiper

Zoiper is a standalone softphone app. It supports many types of codecs for VoIP calls, making it a versatile choice for businesses of all sizes and compatible with various VoIP providers. It requires IT pros to set up and deploy across your company.

3. Bria Solo

Bria Solo (formerly known as X-Lite) by CounterPath is another great softphone solution. Bria Solo is built for those who need a platform to manage voice calls, video conferences, messaging, and team collaboration. X-Lite is no longer available for free, but is available for a free two-week trial.

But more practically, it’s a handy dialer for testing out a SIP trunk or lighter-duty voice communications using Session Initiation Protocol.

4. 3CX

3CX is a business phone system that can be hosted by 3CX or self-hosted by your business, and includes its softphone apps. It’s highly customizable but also requires a lot of configuration in the real world for businesses.

Its softphone app is available for desktops, smartphones, and other devices. You’ll want to have a tech professional help you navigate this, as choosing the right softphone provider is crucial for optimal performance.

Softphones vs. Hardphones (Desk Phones)

How does softphone technology fare against a VoIP desk phone? A hardphone is a physical phone, such as an IP desk phone. Both types can work with a VoIP service. The main difference is where you take the call: in an app on an existing device or on a dedicated handset. Here’s how they compare.

Factor	Softphone	Hardphone
Hardware dependency	Uses a computer or mobile device you already have; a headset is optional	Requires a physical handset and its power and network connections
Upfront cost	Usually no desk phone purchase, though service and optional headset costs still apply	Requires a handset purchase or lease in addition to service
Mobility	Can be used on supported devices wherever you have suitable internet access	Generally stays where the phone is installed
Provisioning	Install the app, assign the user, and sign in	Connect and provision each handset
Call quality	Depends on the connection, device, microphone, and headset	Depends on the connection and handset; a wired setup can reduce Wi-Fi and computer audio issues
Daily use	Convenient for switching between calls and other work on a computer or mobile device	Offers dedicated buttons and a familiar handset that’s always at the workstation

What are the advantages of a hard-wired VoIP desk phone?

Hard-wired phones offer a familiar tactile interface to quickly call people, along with dedicated network connectivity (Ethernet). Want to page your team, see if your exec is on a call, or dial an extension quickly? Hardphones handle all of that flawlessly. Call data for traditional phones is transmitted via copper landlines from a fixed location.

Desk phones are designed to be used without additional steps, such as unlocking your mobile phone or finding the icon on your computer. They also aren’t subject to your smartphone’s battery life (we’re looking at you, 20%-ers!)

Browse our pre-configured VoIP phones to see how the features and functionality differ. Not sure which devices to choose? Talk to an expert who can build a tailored package for you. 

Bottom line: Softphones work hand-in-hand with VoIP desk phones. They give your teams the choice to work and collaborate on one platform. 

The Best Communication Platform for Teams

Whether you opt for a softphone or a desk phone, you need the right communications platform. Determine the number of phone lines your business will need and ensure the provider can support the required number of lines.

Nextiva offers a unified communications solution to enhance your team’s collaboration and maintain seamless communication with customers. Setting it up is a breeze, and if you ever need guidance, you’ll have access to award-winning customer support. Look for a provider that offers 24/7 troubleshooting and customer support with raving customer reviews.

• Integrate with your existing business tools, making it easier for you to manage your business communications.
• Experience ultra-high reliability and uptime, ensuring your team stays connected and serving customers.
• Save on communications costs with flexible pricing and more functionality.

Frequently Asked Questions About Softphone