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For decades, a business phone meant a physical handset bolted to a desk. Today, that same phone can live inside an app on your laptop or mobile. This is the softphone — software that delivers everything a desk phone does, without the desk phone. For businesses with remote workers, hybrid teams or staff on the move, it has become one of the most valuable tools a cloud phone system offers.

Here is everything you need to know about softphones: what they are, how they work and why so many Australian businesses are adopting them.

What is a softphone?

A softphone is a software application that lets you make and receive calls over the internet using your business phone number. Instead of dialling on a physical handset, you dial on a screen — using your computer, smartphone or tablet, paired with a headset or your device's built-in microphone and speaker.

Crucially, a softphone uses your business identity, not your personal one. When a staff member calls a customer from their mobile using the softphone app, the customer sees the business number, not the employee's private mobile number. Calls are logged, recorded and routed through your business system exactly as if they came from a desk phone.

How does a softphone work?

A softphone connects to your cloud phone system over the internet. When you place a call, the app converts your voice into data, sends it across the network and connects you to the other party — whether they are on a mobile, a landline or another softphone. Because it is just software talking to your cloud platform, your full phone system travels with you wherever you have an internet connection.

The key benefits for businesses

• Work from anywhere. Staff can take and make business calls from home, a client site, an airport or overseas — all with the same number and features as the office.
• No hardware to buy. Softphones run on devices you already own, removing the cost of physical handsets.
• Protect personal privacy. Employees use the business number for work calls, keeping their personal mobile number private.
• One number, many devices. Calls can ring your desk phone, laptop and mobile at once, so you never miss an important call.
• Effortless scaling. Adding a new user is as simple as installing an app — ideal for growing teams and seasonal hiring.
• Unified communications. Many softphones combine calling with messaging, video, presence and voicemail in a single interface.

Softphone features to look for

A capable business softphone should offer:

• Call handling — transfer, hold, conference and call forwarding.
• Voicemail to email so messages reach you wherever you are.
• Presence indicators showing who is available, busy or on a call.
• Instant messaging and team chat alongside voice.
• Video calling and screen sharing for meetings.
• Call recording and history for quality and compliance.
• CRM integration so calls connect to your customer records.

Softphone vs desk phone: which do you need?

It is rarely an either-or decision. Many businesses run both: desk phones for staff who are office-based all day and prefer a physical handset, and softphones for remote workers, travelling staff and anyone who values flexibility. Because both connect to the same cloud system, they share one phone number, one set of features and one administration panel. You can mix and match to suit each role.

Tips for getting the best from your softphone

1. Use a good headset. A quality USB or Bluetooth headset with a noise-cancelling microphone makes a noticeable difference to call clarity.
2. Prefer a wired or strong Wi-Fi connection. Stable internet keeps calls clear; on mobile, a solid 4G or 5G signal works well.
3. Keep the app updated for the latest features and security fixes.
4. Set up your devices to ring together so calls find you wherever you are.

The office, in your pocket

A softphone turns any device into a fully featured business phone, freeing your team from the desk without losing a single capability. For modern Australian businesses embracing hybrid and remote work, it is one of the simplest ways to stay connected, professional and reachable — from anywhere.

Uniden Voice includes powerful softphone apps for desktop and mobile with every Voice Over Cloud plan, so your whole team can work from anywhere on day one. Contact us to see it in action.