Ever asked, "What is a VoIP softphone and how does it work?" You're not alone.

In today's world, remote work isn't just a trend—it's become the standard. In fact, nearly 28% of full-time employees now work remotely, according to Forbes. Whether you're dialing in from your home office or catching up between client meetings, staying connected with your team shouldn't be hard.

That's where VoIP softphones come in. These tools—often called a soft phone app or cloud softphone—let you make calls right from your computer or smartphone using the internet. 

No bulky desk phones, no complicated setups.

In this article, we'll break down:

• What is a VoIP softphone used for
• The difference between softphone vs VoIP
• And why businesses everywhere are ditching hardware for cloud-powered flexibility

So if you're ready to upgrade your work calls and stop missing out—let's dive in.

The Problem with Traditional Communication in Remote and Hybrid Workplaces 

Remote work might be the new normal, but communication hasn't always caught up. 

Many teams still rely on outdated phone systems built for offices, not for people working from home, on the go, or across time zones. When employees can't easily answer calls or are forced to use their personal phones, it creates real problems—missed messages, broken communication, and unnecessary stress.

Without a VoIP softphone or cloud softphone solution, remote employees often struggle to stay connected. 

They might be tied to a physical desk phone at the office, or use personal mobile numbers for work-related calls. 

That lack of separation between work and personal life not only feels unprofessional—it can also lead to privacy issues. Plus, long-distance and international calls through traditional systems rack up high costs, especially for businesses with global clients or distributed teams.

There's also the challenge of poor integration. Legacy phone systems rarely sync with modern tools like CRMs, helpdesk software, or collaboration platforms. 

That means teams waste time switching between apps, manually logging interactions, or missing key client information altogether. It slows down productivity and creates frustration on all sides.

Most importantly, traditional phone systems simply weren't built for flexibility. 

In today's hybrid world, communication needs to follow the person—not be limited by the office. Whether your employee is working from home, from a hotel, or from a coworking space, they need a system that works wherever they are.

That's exactly where a soft phone app—especially one powered by the cloud—can transform the game. It's not just about making calls. 

It's about giving your team the tools to stay connected, stay professional, and stay productive—no matter where they work.

What Is a VoIP Softphone and How Does It Work?

If you've ever wondered, "what is a VoIP softphone and how does it work?"—you're not alone. 

A VoIP softphone (short for "Cloud Softphone") is a digital application that lets users make phone calls over the internet using their computer, tablet, or smartphone. Unlike traditional desk phones, a softphone operates entirely through software and connects via a VoIP (Voice over Internet Protocol) network.

So, what is a VoIP softphone used for? 

It's commonly used by businesses to improve flexibility, especially for remote and hybrid teams. 

Whether you're working from home, a coworking space, or the office, a softphone gives you the power to handle business calls from anywhere—all you need is a reliable internet connection.

Softphone vs VoIP: What's the Difference?

It's easy to confuse the terms, but they're not quite the same. VoIP refers to the technology that allows voice data to travel over the internet. A softphone, on the other hand, is a tool (an app) that uses VoIP to function. 

Think of VoIP as the highway, and the softphone as the car driving on it. 

You can also have VoIP hardware phones—but softphones give you the same features in a more portable and user-friendly way.

Best Softphone Examples for Business in 2025

• RingCentral - A top-rated cloud phone system for hybrid work, RingCentral offers voice, video, messaging, and team collaboration—all in one app. Ideal for growing teams who want strong mobile and desktop support.
• Nextiva App - Designed as a complete softphone app for business, Nextiva provides HD calling, voicemail, SMS, video meetings, and seamless CRM integration. It's also known for great customer service.

• Zoom Phone - Zoom's VoIP calling solution adds powerful phone functionality to the platform most teams already use for video. Great for companies seeking a simple transition from meetings to calls.
• 3CX Softphone - Perfect for small businesses and IT-savvy teams, 3CX offers a free softphone with PBX capabilities. It's customizable, cost-effective, and great for internal call routing.
• Microsoft Teams Phone - If you're already using Microsoft 365, Teams Phone turns your collaboration suite into a unified communications software platform with calling, voicemail, and more.
• Zoiper - A lightweight and reliable softphone that works well on mobile and desktop. Zoiper is known for high security and SIP compatibility, making it ideal for remote or BYOD teams.
• Bria by CounterPath - A professional-grade softphone designed for businesses that need advanced features like call recording, video conferencing, and team presence. Offers flexible pricing for teams of all sizes.
• Dialpad - An AI-powered internet phone service for teams, Dialpad includes real-time transcriptions, voice analytics, and integrations with Google Workspace and Salesforce.
• GoTo Connect (formerly Jive) - GoTo offers a streamlined, cloud-based communication system with strong mobile support, ideal for teams seeking a reliable remote work communication tool.
• AgilityPortal (with VoIP integration) - While primarily a modern intranet and digital workplace, AgilityPortal supports VoIP integrations that bring calling, chat, and collaboration into one platform—making it a smart option for businesses wanting everything in one place 

How a Softphone App Works Behind the Scenes

When you open a soft phone app, it connects to your VoIP service provider using secure login credentials.

From there, you can make and receive calls, check voicemails, send messages, or even join video meetings—just like you would with a traditional phone system. 

Voice data is converted into digital packets and transmitted across IP networks using protocols like SIP (Session Initiation Protocol).

Many softphones come with extra features like:

• Call recording and call forwarding
• Voicemail management
• CRM and calendar integration
• Instant messaging and presence indicators
• Secure business number dialing for privacy

Because it runs on your existing devices, there's no need to buy or maintain expensive hardware. 

And since calls are made over the internet, VoIP softphones can significantly cut down on communication costs—especially for long-distance or international teams.

Smart Communication Tools power the Future of Work

In today's hybrid world, staying connected isn't just about having a phone—it's about having the right communication system that works wherever your team is. 

That's why more businesses are shifting toward solutions like a virtual phone system for remote teams. With tools like VoIP softphones, your team can work across locations, time zones, and devices—without missing a beat.

What's changing is how we think about business calls. Traditional desk phones are being replaced with cloud-based phone systems that sync across devices and integrate with your favorite apps. 

The goal? Simplify communication, boost productivity, and empower people to collaborate better—even when they're not in the same room.

Looking ahead, expect even more powerful features baked into these platforms—like real-time call analytics, AI-powered transcriptions, and smarter routing. Whether you're running a distributed team or managing a hybrid setup, investing in the best VoIP softphones for remote workers isn't just a smart move—it's a future-proof one.

With the rise of unified communications software, your calls, messages, video chats, and task tracking can all live under one roof—making it easier than ever to build a workplace that actually works for everyone.

Why Softphones Are Perfect for Remote and Hybrid Work

In today's flexible work environment, a traditional desk phone just doesn't cut it. 

Whether your team is working from home, traveling between meetings, or set up in a coworking space, communication needs to be as mobile as they are. 

That's exactly why tools like a VoIP softphone or cloud softphone are quickly becoming essential.

With a softphone, employees don't have to be tied to a specific location to stay connected. 

As long as they have an internet connection and access to their soft phone app, they can make and receive business calls from virtually anywhere—just as if they were sitting at their desk. It's the kind of flexibility that supports modern work styles and helps reduce missed calls or delayed responses.

Here are five reasons why businesses are making the switch:

• Remote accessibility - Teams can work and call from anywhere with just an internet connection—no hardware needed.
• Device flexibility - Start a call on your desktop, switch to mobile mid-conversation, and never lose the thread.
• Lower costs - Say goodbye to expensive desk phones and reduce costs on long-distance and international calls.
• Business continuity - No disruptions from location changes, office moves, or unexpected downtime.
• Enhanced security - Cloud softphones often come with end-to-end encryption and detailed access controls, supporting compliance in regulated industries.

Softphones aren't just replacing desk phones—they're transforming the way we communicate in the modern workplace.

Real-World Use Cases for Softphone Technology in Modern Workplaces

As hybrid and remote work continue to rise, businesses are turning to flexible, internet-based communication tools to keep their teams connected. 

Here's how different departments are using softphone technology to stay productive—no matter where they work:

• Sales teams making outbound calls from anywhere - Reps can use an internet-connected calling app to reach prospects while working from home, traveling, or meeting clients—no need for a physical office phone system.
• Customer support teams handling remote inquiries - With secure voice-over-IP software, support agents can manage high call volumes from any location, helping businesses run distributed customer service operations with ease.
• Recruiters conducting virtual interviews and onboarding - HR teams rely on cloud-based phone systems for talent outreach, interviews, and follow-ups—streamlining the hiring process while keeping communications professional and centralized.
• Project managers coordinating across time zones - Whether leading daily stand-ups or checking in with stakeholders, managers use cloud-hosted voice tools to stay connected without depending on traditional office setups.
• Leadership teams maintaining communication while traveling - Executives on the move can make calls, join meetings, and respond to important issues using softphone platforms—without worrying about dropped calls or switching devices.

From front-line roles to leadership, softphone solutions are proving to be a must-have for the modern workplace—giving teams the freedom to work and communicate from anywhere.

Choosing the Right Softphone for Your Team

Not all business calling apps are created equal—and picking the right one can make a big difference in how smoothly your team communicates. 

With so many options out there, it's important to choose a softphone solution that fits your workflow, your tools, and the way your people actually work.

Here are a few things to consider when evaluating your options:

• Cloud-hosted or on-premise deployment - If your team is remote or hybrid, a cloud-hosted calling platform is usually the better fit. It eliminates the need for in-house hardware and lets your team call from anywhere, on any device.
• Integration with your existing business tools - Look for a system that works seamlessly with your CRM, project management software, helpdesk tools, or collaboration platforms. That way, you avoid toggling between systems and can streamline call logging and contact management.
• Mobile app quality and user experience - A mobile-friendly business calling app should be intuitive, fast, and work reliably on both iOS and Android. Check app store reviews and make sure the interface is simple enough for every team member to use without training.
• Pricing flexibility and scalability - Whether you're a small startup or a growing global team, your softphone system should offer flexible pricing. Consider providers that charge per user per month, with the ability to scale up or down as your team evolves.
• Support, reliability, and uptime - A communication tool is only useful if it works when you need it. Look for vendors with strong uptime guarantees, responsive support teams, and clear SLAs (service-level agreements).

Choosing the right internet-based phone system isn't just about making calls—it's about setting your team up for long-term success with tools that adapt to how they actually work.

Must-Have Softphone Features for 2025

With more businesses adopting flexible and remote work models, the demand for smarter, more integrated communication tools is only growing. 

If you're shopping for a modern softphone solution in 2025, it's no longer enough to just make and receive calls. 

The best systems go beyond the basics and bring real value to your team's daily workflow—especially when they integrate smoothly with your existing digital workplace tools, like your company's intranet.

Here are the key features every future-ready internet-based phone system should include:

• AI-powered call transcription and summaries - Automatically convert voice conversations into searchable text. Great for reviewing client calls, documenting meetings, and training teams more effectively.
• Advanced call analytics and reporting - Real-time dashboards and historical reports help you track call volume, response times, agent performance, and customer trends to improve decision-making.
• Presence indicators and status syncing - Show when team members are available, busy, in a meeting, or offline—just like instant messaging platforms—so you can manage calls and collaboration better.
• Multi-device syncing and seamless handoff - Start a call on your laptop and continue on your mobile phone without dropping the connection. It's ideal for hybrid work and on-the-go teams.
• End-to-end encryption and enhanced security - With sensitive data flowing through your communication tools, security is non-negotiable. Look for softphones that offer robust encryption, role-based access, and compliance support.
• Smart integrations with third-party tools and your intranet - A leading softphone should work effortlessly with platforms like Salesforce, Microsoft Teams, and more importantly—your intranet. With platforms like AgilityPortal, for example, you can centralize voice communication, internal chat, file sharing, and employee directories into one streamlined experience.
• Built-in video calling and messaging - Modern teams don't just talk—they collaborate. A well-rounded softphone should support text chat, screen sharing, and video calls, all from one interface.
• Offline mode with voicemail transcription - Even when you're disconnected, a solid softphone will take voicemails and convert them into text so you can catch up quickly later.

The best softphones in 2025 don't just replace your desk phone—they become a natural extension of your digital workplace. When integrated into a smart intranet platform like AgilityPortal, they help unify communication and collaboration, giving your teams one centralized space to call, connect, and get work done.

FAQs About Softphones, VoIP, and Modern Business Communication 

Can softphones replace desk phones entirely?

Yes—for most businesses, softphones are now a complete replacement for traditional desk phones. 

A softphone app for business offers all the core calling features—voicemail, call forwarding, conferencing, and more—plus added mobility and flexibility. 

Teams can communicate using their work number from anywhere, with no physical hardware required.

Are softphones secure for business calls?

Absolutely. 

Most cloud phone systems for hybrid work come with advanced security features like end-to-end encryption, secure authentication, and admin controls. 

They're designed to support compliance in industries like healthcare, finance, and law, while keeping remote teams safe from data breaches.

What's the difference between VoIP and softphone?

Great question! 

Think of it this way: VoIP is the underlying technology that sends voice data over the internet, while a softphone is the tool or app that uses VoIP to make and receive calls. 

If you're comparing VoIP vs softphone, you're essentially comparing the plumbing (VoIP) to the phone (softphone) that uses that system.

How do I get started with a softphone for my remote team?

The best VoIP for remote workers depends on your team size, budget, and integration needs. Look for solutions that offer mobile access, CRM integration, strong security, and a user-friendly experience. 

Platforms that include unified communications software—combining voice, video, and messaging—are especially powerful for distributed teams.

Can softphones work as part of our intranet or digital workplace?

Yes! 

Leading softphones can integrate with your existing intranet platform or digital workplace solution. 

Tools like AgilityPortal combine internal communications, file sharing, and productivity tools with voice calling for a complete internet phone service for teams in one platform.

Are softphones good for hybrid teams?

Absolutely. 

A cloud phone system for hybrid work makes it easy for employees to switch between home, office, or on-the-go work environments without losing access to their business line or contacts. 

Everything is synced through the cloud—perfect for hybrid schedules.

What else can I do with a softphone besides make calls?

Many softphone apps for business offer advanced features like call recording, voicemail transcription, contact sync, instant messaging, video conferencing, and even integrations with tools like AgilityPortal, Microsoft Teams, and Salesforce. 

These features make softphones a true remote work communication tool, not just a phone replacement.

Conclusion: Softphones + Smart Intranets = Seamless Communication

As we look ahead, it's clear that communication in the modern workplace is no longer tied to physical phones or fixed locations. 

Softphones—especially cloud-based and AI-enhanced ones—are becoming essential tools for keeping remote and hybrid teams productive, professional, and connected.

But voice calling is just one piece of the puzzle.

To truly power collaboration across locations and departments, businesses also need an intranet that brings everything together—from communication tools to documents, calendars, and company updates.

That's where AgilityPortal comes in.

AgilityPortal is more than just an intranet—it's a central hub that connects your people, tools, and knowledge in one place. 

With native integrations for business tools (including VoIP systems), it supports everything from internal comms to project management and employee engagement. 

Pairing your softphone solution with a modern intranet platform like AgilityPortal ensures your team can chat, call, collaborate, and thrive—no matter where they work.

Because in 2025, great communication isn't optional—it's the foundation of a great workplace.