Softphones vs hard phones: Which is right for your business?

Hard phones have long been the go-to superhero of office setups. But times have changed. Softphones are on the scene, and they come with modern business features. So, is it time to say goodbye to the aging superhero?

When choosing between softphones vs hard phones, you should consider costs, features, and flexibility — and how each will help (or hold back) your team as you grow.

In this guide, we break down the pros and cons of each to help you decide the right phone system for your company.

What is a softphone and how does it work?

A softphone is a software telephone that lets you make and receive calls and texts using the internet. Softphones typically provide features like unlimited calls and texts, call recording, phone menus, and AI agents in one single platform. You can use it on your computer, tablet, or mobile device with desktop and mobile apps that keep your conversations in sync — no desk phone needed.

5 Pros of using a softphone

Let’s take a closer look at what you can do with a softphone for business:

1. Talk to customers wherever you are 

With a softphone, you’re not tied to a specific device or location. All you need is an internet connection, and you can talk to customers if you’re working from home, in the office, or on the go. That way, you’ll never miss a call just because you’re away from your desk.

2. Split responsibility for calling and texting

Missed calls and slow responses to text messages lead to missed customers. The best softphone providers let your team call and text from the same phone number. Plus, they keep all your business communication in one place, making it easier for your team to stay on top of conversations. This also helps reps solve customer problems quickly since anyone on the team can jump in to help. 

Softphone apps even let you manage multiple phone numbers in one place. For example, a business can have separate numbers for sales, support, and other departments. Team members can switch between these numbers without needing to juggle devices or apps. 

3. Coach your team to deliver consistent support to customers

With softphones, your team can easily record calls and review them when it’s convenient. Listening back to call recordings helps make coaching team members faster, maintain quality standards, and resolve disputes or customer concerns when questions come up. That way, your team can keep improving, and customers get consistent support.

4. More affordable and flexible than traditional setups

Softphones cut out the need for expensive physical hardware. You can install the software application on devices your team already uses, like laptops or cell phones. That way, you avoid high upfront costs and can keep your setup simple.

Plus, softphone providers usually offer month-to-month pricing with no long-term contracts. You can upgrade anytime and add or remove users as your team changes. This gives you the flexibility to scale without locking into plans that don’t fit.

5. Save time with texting automations

You can use pre-written messages (also known as snippets) when texting customers to reply faster and stay consistent with your brand’s voice. Snippets are helpful for sending introduction texts, follow-ups, and other messages your team sends often. You can also set auto-replies to let customers know when you’re away. That way, you don’t miss out on potential leads just because someone reached out after hours or you weren’t available to pick up the phone.

2 Cons of using a softphone

Softphones make business communication a lot easier, but they’re not always the best fit if you rely on traditional office setups. Here are a couple of limitations to keep in mind as you decide what’s right for your team.

1. You’ll need a reliable internet connection

No connection means no calls. If there’s a power outage or you’re traveling without data, you won’t be able to use a softphone.

2. Call quality isn’t always consistent

A strong internet connection helps ensure softphones run smoothly. Factors like multiple people using the same network, device performance, or background app usage can cause lag, jitter, or audio dropouts while you’re on calls.

What is a hard phone and how does it work?

There are two types of hard phones: Voice over Internet Protocol (VoIP) hard phones and traditional private branch exchange (PBX) hard phones.

VoIP hard phones are physical desk phones that use an internet connection to make and receive calls. They are similar to softphones. Except they typically use hardware, like a desk phone, instead of an app for calling.

PBX hard phones rely on a landline and on-premises PBX equipment to function. They typically need a technician to install and maintain‌ them. They can be expensive to run, hard to update, and difficult to scale. 

2 Pros of using a hard phone

Here are a couple of benefits of using a hard phone:

1. Clear and consistent call quality

Hard phones are usually connected to the internet using an ethernet cable, which gives them a more stable connection than devices relying on WiFi. This can help avoid call quality issues like WiFi drops and device lag. 

2. Familiar setup that’s easy to use

Most people know how to use traditional office phones, so using hard phones means there will be little to no learning curve for your employees. 

3 Cons of using a hard phone

Let’s review a few reasons why using a hard phone might not be a good fit:

1. Missing key features that modern teams rely on

Most hard phones don’t support texting (SMS and MMS), making it harder to connect with customers who prefer messages over calls. They also lack features like internal threads or third-party integrations with CRMs like HubSpot, so your team may spend more time on manual tasks.

Hard phones don’t support modern AI features. For example, you won’t have access to tools like AI call tags that automatically tag calls with labels like “Frustrated customer” or “Billing issue.” Plus, you won’t be able to use AI call summaries and transcripts, preventing your team from quickly understanding what happened on a call without listening to the whole recording. And without access to AI agents, you’ll miss out on a backup call routing option that can handle common questions, take messages, and help your team pick up calls when they’re unavailable. An AI agent is another opportunity, along with shared numbers, that can help you prevent missed calls. 

2. More expensive to maintain 

The costs of buying a hard phone for every team member can add up quickly, especially as your team grows or expands across multiple locations. Other expenses include ongoing maintenance, IT support, and occasional hardware replacements. It’s a pricey commitment compared to softphones. 

3. You can’t take calls when you’re not in the office

Hard phones only work in their physical location, which is usually the office. Since it’s not feasible to carry a hard phone around with you, this lack of mobility can lead to missed calls, unhappy customers, and lost business. 

Softphone vs hard phone: Main difference

The main difference between softphones vs hard phones is that softphones are software-based phone applications installed on devices like computers or smartphones, while hard phones are physical desk phones with built-in hardware. Softphones offer flexibility and remote access, whereas hard phones provide stability, reliability, and dedicated voice quality.

Softphone vs hard phone: Which is the best choice for your business?

Now that you know the pros and cons of each between softphones vs hard phones, here are a few final factors to consider before making your decision.

1. Use one shared number across your team: With softphones, your whole team can call and text from the same business number. It’s perfect for support teams, sales reps, and any group that needs to stay in sync when solving customer issues. Hard phones are typically tied to individual devices and numbers, making it tough to present a unified front.
2. Add local or toll-free numbers instantly: Expanding into new markets or wanting a national presence? Softphones let you add new numbers in just a few clicks. You can also assign numbers to specific people or departments. With hard phones, you’ll have to contact your provider and wait.
3. Take calls and send texts from anywhere: Hard phones only work at your desk, making them a poor fit for remote or hybrid teams. Softphones let your team stay connected from anywhere, whether they’re at home, in the office, or on the move.
4. Lower your costs significantly: Hard phones need expensive hardware, installation, and ongoing maintenance. Softphones eliminate those expenses and provide all the business features you need in one app, including voice, messaging, voicemail, and call recording.
5. Easily scale your phone system as you grow: Adding users to a hard phone system often means installing new lines and devices. With softphones, you can add a new teammate or number in just a few minutes, no IT support needed.
6. Integrate your phone with your favorite tools: Unlike hardphones, softphones connect to tools like HubSpot, Slack, and email. Your team can move faster and stay organized without switching tabs or copying notes manually.

How to get a softphone with OpenPhone

OpenPhone is a softphone that lets you manage all your business communications in one place. Its compatibility with multiple devices means you can use a softphone for Mac, Windows, Android, tablet, smartphone, and more for phone calls and texts.

Here’s how fast it is to get started with OpenPhone in three simple steps:

1. Sign up for an account with OpenPhone. When you sign up, you can try out OpenPhone for free for seven days.
2. During signup, select your city or area code in the US or Canada to pick your local phone number or a North American toll-free number.
3. After completing the signup process (including selecting your preferred plan), you can start making calls and customizing your phone settings.

OpenPhone: The best softphone for growing businesses

Hard phones might have a slight edge in call quality, but they fall short when it comes to flexibility, modern features, and scalability. Softphones give your team the tools to grow — whether you’re hiring your first teammate or building out teams across multiple regions. 

Here’s what you can do with OpenPhone:

• Send messages at the right time with scheduled texts that your team can set and forget.
• Loop in multiple people with group texts when a conversation involves more than one person.
• Transfer calls smoothly using warm transfers so customers don’t have to repeat themselves.
• Catch up on calls quickly with AI call summaries and transcripts — no need to replay the whole recording. 
• Never miss an important call. Sona, OpenPhone’s AI agent, answers for you, takes messages, and helps your team follow up when it works for them.

Curious if OpenPhone is the right fit for your small business? Try a seven-day free trial. 

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