What is a softphone?
A softphone is an app that makes and receives phone calls over the internet from a computer, tablet or smartphone.
Why it matters for sales teams
A softphone replaces the desk phone with software, usually used with a headset. For sales teams, the main advantage is that calling lives on the same screen as the CRM, so reps can call with a click and log calls without switching devices.
Softphones run on VoIP, so audio quality depends on the internet connection and the headset. A good headset and a stable connection both help.
Example
A rep working from home opens the softphone in the browser, signs in, and their company number comes with them. They click a number in the CRM, talk through a headset, and the call is recorded and logged. When they step away from the laptop, calls to that number can ring on the mobile app instead.
Softphone vs desk phone
A desk phone is hardware on one desk. A softphone is software that runs on any device the rep signs into. Some businesses use softphones only, while others keep desk phones for reception or shared spaces.