VoIP Hard Phones Vs Softphones: Which is best for your business?

The introduction of the internet has added new dimensions in the communication sector. And communication system has seen a lot of advancements lately.

But despite the introduction of internet-based communication channels, telephony communications hasn’t turned obsolete, just not yet. 

Instead, it now comes with new added features, making call handling and call management much easier. And that became possible because of VoIP phones.

These days, VoIP phones come in two forms: hard phones and softphones.

Each of these VoIP phones comes with unique qualities. And choosing one for the business can often be a problem. So let us break down this jargon and discuss what exactly would be the best for your business.

What is a VoIP Hard Phone?

VoIP hard phones are hardware-based phones, and they look identical to traditional desk phones. But unlike traditional phones, hard phones use cable-based internet connections (Ethernet) rather than the old-school copper wires. They are plugged into the workstation and get connections from the business’s IP network.

Just like the traditional desk phones, VoIP hardphones consist of a hand-held receiver with mic and earpiece, base, screen, and buttons. Although the display on the hard phones is mostly TouchScreen, the shape, size, and functionality can vary depending on VoIP provider and manufacturer.

The key differences between the two lie in the features and working mechanism. The traditional phones use telecom’s wired network to establish the connection, whereas the hard phones use VoIP (Voice over Internet Protocol). The features on the hardphones are also more profound as compared to the traditional phone systems.

You can make video calls, start a conference call, and even set up automatic call distribution (ACD) or Interactive Voice Responses (IVR) using a hard phone.

A hard phone has become a very appealing option for big companies and call centers, thanks to features like call recording, Do Not Disturb (DND), call transfer, and custom greeting messages.

VoIP hardphones are similar to a standard desk phone on a hardware level. So it’s not that difficult to learn to use them. A small briefing or minor walkthrough can give the operators a thorough idea of the products and use them.

Types of VoIP Hard Phones

Although the operation is mostly the same, there are a variety of headphones, which vary in shape, size, design, construction, operating mechanism, and features included. Here are some of the basic types of hard phones available in the market.

1. Corded IP Hard Phones

These are cable-operated IP phones and look almost identical to traditional desk phones. They feature a large base, dial pad, screen, and buttons similar to old-fashioned telephones.

The screen, however, varies with price and sometimes depends on the features provided by the telephony service provider. The cheaper ones come with a modest monochrome LCD, whereas the premium ones flaunt a large color display with touch functionality.

Some of them even employ an integrated camera allowing you to make and receive video calls.

2. Cordless IP Hard Phones

Just like the corded IP phones, it also consists of a handset and base. However, unlike the corded ones, there is no cable connection between the handset and the base. The base sends/receives signals to/from the handset while making a call.

The receiver or handset on cordless IP hard phones works more or less similar to a mobile phone. It comes with an integrated mic, speaker, and battery.

As long as there is a charge on your phone and you are within the supporting range of the base, you can make and receive calls without an issue.

3. Conference IP Hard Phones

These kinds of IP phones have unconventional designs and have functionality quite different from other types of hardphones.

Conference IP hard phones are specially designed phones with the functionality of group-calling. In a conference IP phone, all the members can simultaneously and spontaneously participate the conversation.

Despite having a large number of participants in the call, you will still get a top-notch voice quality (considering that you have a stable internet connection).

That’s because conference phones employ an advanced audio processing technology optimized to handle and transmit the audio signals without significant losses or distortions.

Benefits and Use Case Scenarios of a VoIP Hard Phone

Hard phones can be used anywhere where there is a stable internet connection. The call quality is impressive on the hard phone as it employs dedicated hardware for communication. With a good call quality, you can ensure a good customer experience while approaching your business.

The transition can be smooth since the hard phones look, feel, and work like traditional desk phones. Also, you can save some money since you don’t have to spend on educating and training the staff on how to use a hardphone.

What is a VoIP Softphone?

As hinted by the name, VoIP softphones are software-based phones. The operator does not necessarily need dedicated telephony hardware to establish a connection.

A typical smartphone, desktop, or tablet with telephony software and a stable internet connection can be sufficient to make/receive calls and engage in other telephony conversations. But for that to work properly, you’ll require a fully functional mic and speaker.

The typical examples of VoIP softphones would be Skype, Whatsapp, and Zoom. Once you install an app, you can call, text, or video conference with the contacts in your network.

However, the communications via these applications are just limited to their networks. So these days, integrated softphone systems are on the rise, blending traditional telephones’ features and the convenience of modern softphones.

The important features bundled in the integrated softphone systems can be listed as follows:

• Send and receive SMS, voicemails, and calls
• Easy call recording and monitoring
• Phone Trees and Interactive Voice Responses (IVR)
• Automatic Call Distribution (ACD) and Call Transfer
• Call Forwarding
• Skill-based Routing
• Call Automation
• Fast and straightforward conversation with the team members
• Custom greeting messages, Custom music for the calls on hold, and queued calls
• Advanced call reporting and analytics
• CRM and business tools integration, etc.

Benefits and Use Case Scenarios of a VoIP Softphone

The primary benefit of a softphone is the lack of telephony hardware. So you don’t have to make big investments during the setup.

Communication technology is always evolving. New and more improved features come every now and then. If you have VoIP hardware, you might need to incorporate new hardware or replace your old hardware to add new features to your system.

But such hassles are eliminated altogether in a VoIP softphone. Service providers constantly add new features to the software, and you can simply use it by upgrading the software.

Another significant benefit of a VoIP softphone is remote work flexibility. You can work from home and give support to your clients and customers without missing a beat.

On a softphone, you also get an option to share phone numbers with other members in your workspace. So by sharing the number with your team, you can unburden your workload. It also reduces the chances of having your customers’ calls missed.

Softphones are therefore ideal for businesses and companies with an affinity for modern technology. Businesses that support remote work can also use a softphone in their workspace. The use of a softphone eliminates the need to set up a dedicated office. So small companies can run their business with a limited budget.

Also, adding and removing members in the workspace is quick and easy in a VoIP softphone. That offers even better flexibility if your business is seasonal.

When your business is booming, you can hire new members in the workspace and carry out the task. As the sales start to slow down, you can remove members and balance the workflow.

Similarities between hardphones and softphones

Even while hardphones and softphones sound dissimilar, they share some basic characteristics that make them appear comparable in some ways. Some major commonalities between VoIP Hardphones and Softphones are listed below.

• Internet Connection

VoIP technology is used to handle communications on both hardphones and softphones. We all are aware that Voice over Internet Protocol (VoIP) calls need an internet connection rather than a traditional phone line. 

The devices are usually linked to the internet via ethernet or wifi signals. For uninterrupted phone calls, devices require at least 100 kbps connection speed.

• Advanced features

Hardphones and softphones are far more than regular phones. They are equipped with advanced capabilities that enable users to efficiently manage corporate communications.  

Call forwarding,  call monitoring, call hold, call queuing, call recording, voicemail, call transfer,  caller ID, auto-attendant, and IVR are all typical features.

• Scalable

Scalability is one of the best features of both softphones and hardphones that is the ability to add and remove users. In some cases, such as in an office where new employees must be accommodated, connecting a new telephone line to the network is simple. 

You can quickly and easily add new users, especially on a softphone app. For a hardphone device, connect to the IP network to add a new connection.

• Hardware requirement

To make phone calls, both hardphones and softphones require physical hardware. Hardphones exist in a variety of shapes and sizes which you can assume by the name itself.  The most common varieties of hardphones on the market are corded IP hardphones, corded IP hardphones, and conference IP hardphones.

To install the software on a softphone, you’ll need a device that’s compatible with it. Softphone apps are commonly run on smartphones, desktops, and laptops.

VoIP Hard Phones Vs Softphones: The Deciding Factors

Each company has its own objectives. So the priorities and telephony requirements may vary from one another. So we have prepared a comparison of VoIP hardphones vs. softphones, highlighting each IP phone’s distinguishing features. Considering all these aspects can help you choose the best one for your business.

1. Call Quality

Since both of these IP phones depends on the internet connection, the strength and bandwidth of internet connectivity determine the quality of the call. 

The call quality also deteriorates if the internet is shared amongst a large group of people. But on the side-by-side comparison of hard phones and softphones in a similar scenario, the call quality is usually better on the hard phones. Since hardphones use dedicated hardware to handle the calls, there will be fewer chances of signal attenuation.

2. Reliability

Several hardwares are employed on a hard phone. And since none of the hardware employed is entirely failure-proof, hard phones are not 100% reliable. In case of failure, the repair and maintenance of such hardware also take a lot of time and effort. So it increases the system downtime.

The hardware requirement in a softphone is fewer as compared to the hardphones. It requires an internet router and internet-enabled device (mobile or desktop) with an app installed on it. So due to the dependence on less hardware, the reliability is better on a softphone.

3. Simplicity and Ease of Use

Hard phone do not just look identical to traditional desk phones; using it is also mostly the same. So these kinds of phones are simple and using them should not be a problem for office employees with the know-how of traditional phones.

Softphones do not have dedicated phone hardware. Users have to make and manage calls using the graphical user interface (GUI) in the software. So operating such phones may need a sound knowledge of the software along with the ways to access and navigate the features.

4. Mobility

Hardphones necessarily need to be connected to the cables. Although cordless devices are available, the range is limited. So it’s hard to achieve cable-less connectivity, which makes it inoperable outside the office.

On the other hand, softphones offer great flexibility and mobility. Since they operate via software and do not necessarily require a cable connection, you can operate from any place with internet connectivity. That makes softphones remote-work-friendly and opens a whole new opportunity for telecommuting.

5. Scalability

Not all businesses operate steadily throughout the year. The number of sales calls is not always consistent, and sometimes the fluctuations can be pretty huge. A limited group of people may not always be able to handle all the sales calls if there is an immense growth in the call rate.

If you have implemented a VoIP hard phone system in your office, you have to spend extra on the hardware to address that new increased workflow. This additional hardware does not deliver return on investment (ROI) when the sales calls start to plummet.

But with the softphones, things are rather different. Taking note of the workflow, you can add or remove members in your workspace pretty easily.

And you can do that at a minimum cost or no cost at all. This flexibility particularly comes in handy, if you are looking to upscale or downscale your business without making big investments or wasting any available resources.

6. Cost

When it comes to the cost, the softphone is an obvious winner. Since it does not require dedicated telephony hardware, the initial setup cost is pretty minimal, unlike the hardphones. There is no extra cost involved except for the subscription charge to the telephony service provider and the communication charges.

Time and often, softphone telephony service providers also bring bulk calling and SMS packages, which can further cut down your conversational charges. Some of such providers even provide free-calling facilities for a specific region or an entire country.

Quick Comparison: VoIP Hard Phones vs Softphones

In a nutshell, the differences between VoIP hardphones and softphones can be summarized as:

So Which One to Choose?

Since both the IP phones come with a rich set of features, choosing one for your business is mostly a matter of preference. If you value call quality over everything else, you should definitely go for the hardphones. As it requires no learning curve involved, the employees will get used to its features in no time. 

But if you value flexibility, mobility, scalability, and affordability, choosing a softphone would be a no-brainer. There are easy to set up and don’t cost much or consume more time. Since you can use already existing smartphones, tablets, and tablets, the need for dedicated telephony hardware is eliminated altogether.

Also, you can work remotely, making and receiving VoIP calls from the comfort of your home. That allows you to be in touch with your customers even if you are away from the office. So softphones will be ideal for companies that prioritize the customer experience.

Due to unbeatable flexibility, most businesses and call centers are quite in favor of softphones. So cloud telephony services and softphone apps are quite on the rise these days. And among all, KrispCall is making quite a mark in the industry.

KrispCall comes aboard with plenty of handy features facilitating the business when it comes to call handling and call management.

The UI is clean and clutter-free, and even first-time users won’t have a problem navigating the features. It also has a Unified Callbox feature, where you can view the entire conversational logs with a contact from a single window. So each member in the workspace gets an idea about the conversation right away.

Also, you can share the workspace with your team members and the phone numbers. So when you are away, other members can provide support and assistance to your clients. With good customer support, you can avoid losing your clients and customers.

You can further strengthen your customer support system with call recording, call forwarding, transfer, Interactive Voice Responses (IVR), and Automatic Call Distribution (ACD). Despite such a comprehensive set of features, KrispCall’s subscription packages are rather affordable. They are also giving a free demo, for first-time users. So why not give the KrispCall a try and understand more about the softphones?

admin

Head of Content @ KrispCall (or, in plain English, I'm the guy responsible for ensuring that every blog post we publish is EPIC).