What are Desktop Softphones and How Can They Add Value to Your Business?

  • June 22, 2022
  • Author: Keith Young

Before we get started, let’s define what a softphone is. The term softphone is a combination of the words “software” and “phone” – and that’s exactly what it is.

A desktop softphone is an application for your desktop computer that allows you to make calls over the internet, rather than using a traditional phone line.

Why use desktop softphones?

Desktop softphones are a simpler, cheaper, and more versatile way to make calls as opposed to a landline. There’s a massive list of benefits that blows traditional phone systems out of the water in terms of viability for your business. Here are some of the big advantages.

Lower costs + long distance

Being able to make calls over the internet means that you don’t need to pay extra for phone service. Long-distance can be expensive, but over the internet, it costs just as much as any other call – which is already cheaper than a landline call.


Your number is not tethered to a specific line, so you can switch devices easily; transfer a call from your desktop to your cell phone in a matter of seconds. 

You don’t need to stay in the same location either – you can work from literally any place that has internet access.

System Upgrades

One massive cash and time sink for businesses is upgrading their phone system. Businesses using landline phone systems need to hire expensive technicians, and the upgrades themselves take time, meaning the system will be down for a while. If they’re completely overhauling their system, it’ll take even longer. 

Not so for a softphone system! Since it’s a software, upgrades require little more than a click on a screen, and the upgrade itself takes mere minutes or even seconds, rather than hours or days. Most updates are free with softphone software, so there are even more savings there!

Add New Lines Easily

With a traditional phone system, adding a new phone line takes a good amount of setup, but with a softphone application, it only takes a few clicks.

More Features

Softphones are not only limited to voice – you can video call and text chat with many of them as well! This feature alone makes the softphone system far more versatile than a typical phone system. 

You can obviously call people on regular phones using a softphone, and those calls will naturally be limited to voice-only. 

Conference calls

A softphone system also allows you to make multi-member calls. It’s perfect for when you don’t have time for a proper meeting and just need to have a quick discussion with multiple people.

CRM Integration

Looking for a customer’s information in a database takes time, but what if the info was automatically pulled up on your screen as soon as the call was made?

That’s what CRM integration allows you to do. Make customer service calls quicker and smoother!


There’s no longer a need to spend precious time calling your team members one by one, only to be faced with an answering machine over and over again. 

With presence, you can see who is and isn’t available in seconds with an icon next to each team member’s name. Save your time and call the person who’s actually available to take your call!

Pros and Cons

No system is perfect. Let’s take a look at the pros and cons of using a softphone system.


  • Saves a ton of money
  • No need for a analog/landline phone system
  • No hardware setup
  • Easily upgradable 
  • Portable 
  • Usable from anywhere
  • Usable on any device
  • Integrates with other tools
  • CRM integration
  • Video capabilities
  • Text-message capabilities
  • See which team members are available in a second
  • Make calls to softphone OR landline phone users


  • Internet outage means no phone service
  • Some softphone solutions don’t have 911 services (UnitedCloud softphone does have 911 services)

The risk of internet outage can be offset by having a landline phone as a backup for emergencies. 

As you can see, there are very few cons to using a cloud-based softphone system, and the pros are more than enough to prove that this tool can make a huge impact on the success of your business.

If you’re interested in learning more, or want to get started with this solution right away, get in touch with us today!

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