A business phone doesn't always have to sit on a desk.
With a softphone, employees can make and receive business calls using a computer, smartphone or web browser. Instead of being tied to a physical telephone at the office, they can access their business phone system from wherever they work.
For Kenyan businesses with remote employees, sales teams, field staff or multiple locations, softphones provide a practical way to keep employees connected without giving every employee a traditional desk phone.
But what exactly is a softphone, and how does it work?
What Is a Softphone?
A softphone is software that allows you to make and receive telephone calls over the internet.
The name comes from "software" and "telephone." Rather than using a physical telephone handset, employees use an application installed on their computer or smartphone, or access the service through a web browser.
A softphone typically connects to a business phone system such as a Cloud PBX, allowing employees to use their business extension and phone number from supported devices.
For example, an employee could use the same business extension from their office computer during the day and their smartphone while working remotely.
How Does a Business Softphone Work?
A softphone works as part of a business VoIP or Cloud PBX system.
When an employee makes a call, the softphone sends the call through the company's phone system and internet connection before it reaches the destination.
Incoming calls can be routed back to the employee's extension or device.
In simple terms:
Softphone → Business Phone System → Internet → Telephone Network
The employee doesn't need to understand what is happening behind the scenes. They simply use the application much like they would use a normal telephone.
Softphone vs Traditional Desk Phone
The biggest difference is flexibility.
A traditional desk phone is a physical device associated with a particular location. A softphone is software that can be accessed from different devices.
| Traditional Desk Phone | Softphone |
|---|---|
| Physical device | Software application |
| Usually tied to a desk | Can be used from different locations |
| Requires phone hardware | Uses an existing computer or smartphone |
| Less convenient for mobile employees | Suited to remote and mobile teams |
| Fixed workplace setup | More flexible working environment |
This doesn't mean desk phones are no longer useful.
A receptionist or employee who spends most of the day at a fixed workstation may still prefer a physical IP phone. A salesperson who spends most of their time travelling may find a softphone more practical.
Many businesses can use both.
Why Are Businesses Using Softphones?
Work From Almost Anywhere
Employees don't necessarily have to be in the office to access their business phone system.
A suitable internet connection and authorized access can allow employees to make and receive business calls while working from home, travelling or working from another location.
This is particularly useful for businesses with hybrid and remote teams.
Keep Business and Personal Calls Separate
Employees can use their business extension or company number rather than giving customers their personal mobile number.
This keeps business communications within the company's phone system and allows the organization to retain control of its business numbers and extensions.
Support Mobile Sales Teams
Salespeople and field employees are often away from their desks.
A mobile softphone can allow them to remain connected to the company's phone system while visiting customers or travelling around Kenya.
They can continue making business calls without relying entirely on their personal mobile number.
Reduce Dependence on Phone Hardware
Not every employee needs a physical desk phone.
Businesses can provide softphone access to employees who already work primarily from laptops and smartphones, potentially reducing the amount of additional hardware required.
Connect Employees Across Locations
A business with offices in Nairobi, Mombasa, Kisumu or other locations can use a centralized phone system to connect employees across different workplaces.
Instead of treating each office as a separate communication environment, employees can remain part of the same business phone system.
Softphone vs Mobile Phone: What's the Difference?
A normal mobile phone call uses a mobile network.
A business softphone uses internet connectivity to connect to the company's phone system.
The important difference is which system controls the call.
When an employee calls a customer using their personal mobile number, the call is separate from the company's phone system.
When they use a business softphone, the call can go through the company's PBX, allowing the business to maintain its business number, extension, call routing and other phone system features.
This can be especially useful for employees who need to work outside the office without exposing their personal numbers to customers.
What Features Should You Look for in a Business Softphone?
A softphone should do more than simply make calls.
When evaluating a solution, consider whether it supports the features your employees actually need, such as:
- Business numbers and extensions
- Call transfer
- Call history
- Voicemail
- Presence and availability
- Contact management
- Messaging
- Video meetings
- Desktop and mobile access
- Web access
- Integration with your business phone system
The most important features will depend on how your organization communicates.
A sales team may prioritize mobile access and call history, while a customer service team may need call queues, transfers and call management features.
Do You Still Need a Cloud PBX?
A softphone and Cloud PBX perform different roles.
Think of it this way:
Cloud PBX = the business phone system
Softphone = the application employees use to access it
The Cloud PBX manages extensions, call routing, IVR, queues, voicemail and other business phone functions.
The softphone gives employees a convenient way to access those services from supported devices.
They therefore work together rather than replacing one another.
What Is Cloud One Simu Connect?
Cloud One Simu Connect is a unified communications client that allows employees to access business communication services through supported desktop, mobile and web environments.
It extends the business phone system beyond the physical office, allowing employees to stay connected whether they are working from their desk, at home or on the move.
For businesses with mobile, remote or hybrid teams, Simu Connect provides a way to bring business calling and communication tools closer to where employees actually work.
Who Can Benefit From Simu Connect?
Simu Connect can be useful for a variety of business teams.
Sales teams can stay connected while visiting customers.
Remote employees can access business communications without needing a physical phone at home.
Field teams can remain reachable while away from the office.
Office employees can use desktop or web access alongside their existing phone setup.
Multi-location businesses can keep employees connected through the same communication environment.
The result is a business phone system that isn't limited to a particular desk or building.
Frequently Asked Questions
What is a softphone?
A softphone is software that allows users to make and receive business calls over the internet using a computer, smartphone, tablet or supported web browser.
Can I use a softphone on my smartphone?
Yes. Many business softphones provide mobile applications that allow employees to access their business phone system from smartphones.
Can I use my business number with a softphone?
Yes, where the underlying phone system and service support it. Employees can use their assigned business extension or number rather than their personal mobile number.
Can softphones be used by remote employees?
Yes. A softphone can allow authorised employees to access business calling remotely, provided they have a suitable internet connection.
Do I need a Cloud PBX to use a softphone?
A softphone needs to connect to a compatible voice or communication service. A Cloud PBX is one common way of providing the business phone system behind it.
Can a softphone completely replace desk phones?
Not necessarily. Some employees may benefit from physical IP phones, while others may be better suited to softphones. Businesses can use both depending on how their teams work.
Make Business Calls Beyond the Office
Your business phone system doesn't have to be tied to a physical desk.
With the right combination of Cloud PBX, SIP connectivity and softphone applications, employees can stay connected to customers and colleagues whether they're in the office, working from home or travelling.
For Kenyan businesses looking to support flexible working and mobile teams, a softphone can be a simple way to extend business communications beyond the office.
Explore Cloud One Simu Connect and give your team a more flexible way to make and receive business calls.