What Is a Softphone?

A softphone is a software application that turns your computer, tablet or smartphone into a full business phone. Instead of a physical desk handset, you make and receive calls through an app — using your business number, all your usual extensions and features, from any device with an internet connection. It’s one of the simplest changes a business can make, and one of the most useful.

How a softphone works

A softphone connects to your business cloud PBX over the internet, registering your extension just as a physical desk phone would. From the app you can dial out, answer incoming calls, transfer, put callers on hold, check voicemail, see your call history, and use features like call recording and queues — all from a familiar app interface. On a laptop you typically use a headset; on a phone the device’s built-in microphone and speaker are enough.

Why softphones matter for SA businesses

• Work from anywhere. Staff can take business calls from home, a client’s site, or on the road — using the company number, not their personal one.
• Load shedding resilience. When the office loses power, a softphone on a charged laptop or smartphone with mobile data keeps you reachable.
• Lower hardware cost. You don’t have to buy a desk phone for every staff member — the app is the phone.
• Faster onboarding. New employees get an extension with an app install, no wiring required.
• One number across devices. Calls can ring your desktop and mobile at the same time, so you never miss one because you stepped away from your desk.

What you can do with a softphone

Anything you can do with a desk phone, and usually more:

• Make and receive calls on your business extension.
• See colleague availability (presence) and message them.
• Transfer calls and run conference calls.
• Record calls (where enabled and compliant).
• Access voicemail and call history.
• Use features like queues, hunt groups and call recording.

Softphone vs desk phone

Desk phones are familiar and convenient at a fixed workspace, but they tie staff to one place. Softphones are flexible — the same employee uses the same extension at the office, at home, or in a coffee shop. Many businesses now run softphones as the default and keep a few desk phones at reception or in shared spaces. The two work side by side seamlessly.

What you need to run one

• An internet connection (a typical broadband or LTE link is enough).
• A laptop, tablet or smartphone.
• A headset for the laptop (optional but recommended).
• An extension on a cloud PBX and the provider’s app.

Frequently asked questions

Is a softphone as good as a real phone?

For voice quality, yes — on a decent connection a softphone matches a desk phone. It also offers more: presence, messaging, screen-pop and built-in features that desk phones can’t.

Will my mobile number get exposed?

No. When you call out from the softphone, your business number shows on the recipient’s caller ID — your personal mobile number stays private.

Does it cost extra?

Most cloud PBX plans include the softphone app at no extra cost.

Does it work outside South Africa?

Yes. Wherever you have internet, your business extension works.

Get every employee a business phone

NexysCloud’s softphone gives every team member their full extension on any device, with calls on your business number from anywhere.

Book a free consultation or call 010 110 7100.