What is a softphone and how does it work?

With most of Australia’s workforce currently working remotely, you may have heard people talking about ‘softphones’. But what exactly is a softphone?

In essence, a softphone is actually a software telephone. It’s an application that allows you to make phone calls over the internet. It means you have the full functionality of a desk phone but you can use your computer or mobile device.

Most run on VoIP (Voice over Internet Protocol), which allows the sound of your voice to be converted to data that can be sent over the internet.

You don’t need a desktop telephone and all the physical lines that go with it, however many of the latest desk phones do come with softphone capability if you prefer using a handset.

Below are some of the benefits to using a softphone.


Your calls can follow you. You don’t need to be sitting at a desk to receive calls because you can receive them from anywhere, as long as you have an internet connection. Your work phone can come with you, whether you’re in the office or working from home. This also means that if staff move offices they can keep the same number.


Softphone capability means that you can make calls using a personal mobile phone, while keeping personal numbers private. The call receiver will see the softphone’s number displayed (which can be a landline or mobile) not personal numbers. This means that by using one device, employees can maintain their private line while still taking work calls via their mobile.

Additional functionality

Softphones offer more functionality than traditional desk phones. You can use them for making video calls and sending chat messages (depending on what license level you have). You can also set your availability, change your voicemail messages, have multiple ‘lines’ for one phone and collect rich information about callers. This functionality is always improving as the software improves.


You can easily add more users and more numbers or reduce them down again. Softphones won’t become obsolete. As they’re an application, updates and enhancements can be installed remotely without the need to spend money on new equipment. As additional functionality is developed by the softphone provider, these benefits will become available to users. It’s a great way to help future-proof your business.


Softphones require less hardware which means less clutter in your offer and less capital expense going out of date. All you need is a device with a microphone, speaker and internet connection.

efexConnect is our softphone solution. If you would like to know more about the advantages of softphones and whether they’re right for your business, Contact Us.

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