VoIP Equipment: Softphones

Many businesses are making the switch to VoIP as a telecommunications cost management solution. Once a business has made the decision to move to VoIP, one of its first decisions will be whether it will use softphones or hardphones. A softphone is a piece of software installed on an employee’s computer that is used to make and receive calls via the computer’s built-in microphone and speakers or an external headset. The computer must be turned on and connected to a high-speed Internet connection in order for the phone to work. There are a few areas to consider when determining if softphones are a good fit for your telecommunications system.

• Employee Preference: Businesses such as call centers and any others that already use headsets will find the transition to VoIP softphones simple and easy.
• Training: In most circumstances, softphones require some training and an adjustment period while employees grow accustomed to using the new type of phone. In addition, remote employees will have to set up the phone themselves unless they are using their company-owned computer.
• Mobility: Softphones offer incredible mobility. Calls can be placed through broadband/WiFi connections when traveling. The same rates and charges will apply regardless of the employee’s physical location, so softphones can help avoid costly roaming or overage charges. In addition, with a hosted PBX, outbound calls appear to be placed from within the office, regardless of the employee’s actual location.
• Call Quality: Though hardphones used to be revered for call quality over softphones, great improvements have been made in this area and it is no longer a reason, in itself, to choose hardphones over softphones. However, this only applies if the caller is using a good quality headset. Callers using a computer’s built-in speakers and microphone will not only suffer from a lack of privacy but will most likely experience deteriorated call quality.
• Features: If using a free softphone version, it may offer fewer features than a hardphone. However, some paid softphone versions offer more features than hardphones. Some features include IM integration, Outlook integration, call forwarding, native conferencing and fax integration.
• Other Benefits: The cost of softphones is significantly lower than the cost of hard phones and the installation is much quicker.
• Other Possible Drawbacks: Many factors can contribute to downtime that are not within the control of the call center and without a high-quality headset, call quality may suffer.

When attempting to determine if softphones or hardphones are a better fit for your business, a telecommunications consulting firm can help. Contact the Sygnal Group by calling (310) 463-8400 for more information.