In the ever-developing landscape of telecommunications, softphones in the cloud have emerged as a necessary addition for businesses. These software-based phone extensions offer flexibility, scalability, and cost-effectiveness. However, despite their potential benefits, the adoption of softphones in the cloud has been slower than anticipated. Surprisingly, many users still cling to their trusty desk phones. In this blog, we look into the reasons behind the slower than expected adoption of cloud softphones and highlight the continued appeal of desk phones. We also acknowledge the significant advancements of softphones and the pivotal role they play in modern telecommunications.

The Desk Phone Dilemma

Familiarity and User Comfort: We are all creatures of habit, and the desk phone has been a reliable communication device in workplaces for many decades. Users have become accustomed to the tactile experience of physical buttons, the distinct ringtone, and the design and ‘feel’ of a desk phone. The familiarity of a handset provides a sense of security and trust, which is difficult to replicate with softphones.

  1. Call Quality and Reliability: Despite significant advancements in internet technology, concerns regarding call quality and reliability persist. Desk phones traditionally relied on dedicated copper lines, ensuring consistent voice quality. In contrast, softphones operate over the internet, which is susceptible to fluctuations in bandwidth, latency issues, and occasional dropouts. These inconsistencies can undermine user confidence in relying solely on softphones when if fact, it tends to be the robustness of the internet connection that determines the quality of a phone call not the softphone.
  2. Physical Presence and Professionalism: The presence of a telephone handset on an employee’s desk signals their accessibility and professionalism. It serves as a tangible reminder of the office environment and reinforces the notion of a dedicated workspace. For many, the desk phone is an emblem of professionalism, fostering a sense of trust and credibility with clients and colleagues alike.

Advantages of Cloud Softphones

  1. Mobility and Flexibility: One of the key advantages of softphones in the cloud is their ability to facilitate communication from anywhere, provided there is a suitable internet connection. This flexibility enables remote working, enhances collaboration, and accommodates the modern workforce’s need for mobility. Softphones also eliminate the need for physical hardware, reducing costs and simplifying maintenance.
  2. Integration and Collaboration: Softphones seamlessly integrate with other communication and collaboration tools. They can be unified with email clients, customer relationship management (CRM) systems, instant messaging platforms, and video conferencing solutions. This integration streamlines workflows, enhances productivity, and simplifies communication within organisations.
  3. Cost-Effectiveness: Softphones in the cloud offer cost advantages over traditional desk phones. They eliminate the need for expensive hardware investments and maintenance. Organisations can leverage the scalability of cloud-based solutions to add or remove phone lines as needed, ensuring cost efficiency. Moreover, international calls can be significantly cheaper with softphones, especially when leveraging Voice over Internet Protocol (VoIP) technology.


The Bright Future of Softphones

While the adoption of cloud softphones has been slower than expected, it is crucial to acknowledge their progress and potential. Softphones are rapidly improving, addressing many of the concerns that have previously hindered their adoption.



It is now very common to see a variety of softphones (smartphone & desktop apps), being used by businesses of any size to accommodate home / remote workers and those who work in the field / in the car.

  1. Enhanced Call Quality: Advancements in internet infrastructure, increased bandwidth availability, and improvements in audio codecs are enhancing call quality. Voice clarity and reliability are gradually approaching the level of traditional desk phones, erasing the previous disparities.
  2. User Experience and Interface: Developers are actively working on creating softphone interfaces that closely resemble the user experience of desk phones. Intuitive interfaces, customisable options, and seamless integration with existing tools aim to bridge the gap between familiarity and the advantages of softphones.
  3. Security and Encryption: Concerns about data security have often deterred users from embracing softphones. However, developers are proactively addressing these concerns by implementing robust encryption protocols and security measures to protect sensitive communication.


While the adoption of cloud softphones may have been slower than expected, it is essential to recognise the enduring allure of desk phones. Familiarity, call quality, and physical presence continue to influence users’ preference for desk phones. Nevertheless, the advantages offered by softphones, such as mobility, integration, and cost-effectiveness, cannot be overlooked. With advancements in technology and the continual refinement of softphone solutions, we are going to see an increasingly widespread adoption of cloud softphones both on smartphones and PC’s.

If you have any questions about softphones or perhaps you’d like to see them in operation, click here to get in touch.

October 2023