What is a softphone?

A softphone is a software application that turns a computer, tablet, or mobile device into a fully functional business phone. Instead of a desk phone connected to a phone line, a softphone uses VoIP to make and receive calls over the internet. The software does everything a hardware phone does — ring, dial, transfer, hold, voicemail — but it runs on the device you already have.

Softphones are what most remote and hybrid workers use today. If you've ever taken a business call through the RingCentral app, the Zoom Phone app, Microsoft Teams, or a web dialer, you've used a softphone.

Common softphones

• RingCentral, Zoom Phone, 8x8 Work, Nextiva, Dialpad — native apps bundled with cloud PBX services

• Microsoft Teams, Webex Calling — softphones embedded in collaboration suites

• Bria, Zoiper, Linphone — standalone SIP softphones that can connect to many different PBXes

What a softphone gives you

• Your business number rings on any device you're signed into

• Make outbound calls that show your business caller ID

• Transfer calls, put people on hold, create conference calls

• Access voicemail, call history, and call recordings in the app

• Integrate with your CRM, calendar, and email

• Work from anywhere with internet

Softphone vs. desk phone

• Desk phone: dedicated hardware, always ready, no software to maintain, less flexible

• Softphone: runs on existing devices, portable, highly flexible, depends on your computer or phone working

Most modern businesses run hybrid setups — a desk phone at reception, softphones for everyone else.

Softphones and AI voice agents

AI voice agents aren't softphones (they answer calls automatically, they're not used by a person), but they live in the same VoIP world. The AI receives calls over SIP just like a softphone does, and it can hand off calls to human team members on softphones when escalation is needed.

In practice, a small business might deploy:

• The AI agent as the "front door" — picks up every call first

• Human team members on softphones — receive escalated or transferred calls on their mobile or laptop

The handoff is seamless: the AI explains the context, transfers the call, and the human's softphone rings with a brief pop-up showing who's calling and what they want.

Related concepts

• VoIP — the underlying technology

• PBX — the system softphones register to

• SIP trunking — the connection softphones use to reach the phone network

• AI receptionist — often pairs with softphones for human handoff

See it in action

The Receptionist Agent at 365agents hands off escalated calls to your team on whatever softphone you already use. No additional hardware or software required on your end.