Prize Fight Match:  Softphone or Hardphone - Which is Best for My Business?

Posted by: Guest Author

When planning a move to a VoIP business phone service, small companies need to move to SIP-enabled phones. The good and bad news is that companies have choices among quality manufacturers like Polycom, Aastra and Linksys as well as softphones like Zoiper, Fring and Counterpath’s X-Lite and Bria. A common question posed to our sales representatives is whether or not softphones or traditional hardphones are best for a small business. We put this question to a head-to-head test and here is what we found:

• Personal Preference. More customers we speak with just prefer the feel of a hardphone with its hard buttons, the LCD display and speakerphone capabilities. Moving to a softphone is an altogether different experience that takes some time to get used to. Call center folks and others who already use headsets will find the transition to softphones easier. WINNER: Hardphone
• Training. Traditional phones require little to no training. The new experience of a softphone requires training for employees or execs that are less savvy. If employees are remote, they may fumble through the first-time setup and then you “hope” that they take advantage of online tutorials to train themselves.  WINNER:  Hardphone
• Headset, Handset versus Speakerphone. No winner here thanks to Plantronics and Jabra creating high quality headsets that work with the computer, mobile and desk phones. WINNER:  DRAW
• Mobility. Although your hosted PBX will auto-forward phone calls to your mobile when you are on the road, the softphone will allow road warriors the ability to make outbound calls through broadband/WiFi connections. Thanks to the hosted PBX, outbound calls will look like you are in the office rather than in a hotel in Maui. International travelers surely will appreciate the discounted calling rates!  WINNER:  Softphone
• Call Quality. Hardphones have always won this category but softphones are quickly catching up. New versions have introduced echo cancellation and combined with improved PC speakers, the quality is dramatically improving. Hardphones with HD edge at the win in this category with amazing clarity. The challenge is that both ends of the conversation need an HD compatible phone to experience the true benefit. WINNER: Hardphones
• Features. Check the feature list on yours softphone and you will find that the pay versions offer the similar if not more features than you fill find in a traditional hardphone. Outlook integration, IM integration, native conferencing, call forwarding, video conferencing, fax integration and more deliver easily take the win in this category.  WINNER: Softphone

The traditional phone squeaks through with the win but softphones deliver a compelling and valid alternative.