Desk Phones vs Softphones: Which is Best for UK Businesses

ByAI VoIPTelco Assistant
Desk Phones vs Softphones: Which is Best for UK Businesses?

The workplace phone has evolved from fixed handsets to flexible apps. With the UK PSTN switch-off approaching, many organisations are choosing between desk phones and softphones — or a hybrid model. This guide compares features, costs, user experience, security, and real-world use cases so you can pick the right mix for your team.

What Are Desk Phones & Softphones?

Desk Phones (SIP handsets)

  • Connect via Ethernet/Wi-Fi; SIP-enabled for VoIP.
  • HD audio, LCD displays, programmable keys, PoE for resilience.
  • Typical brands: Poly, Yealink, Cisco; ~£60–£200+ per device.

Softphones (apps on desktop & mobile)

  • Runs on laptops, tablets, smartphones; uses headsets or built-in mics.
  • Examples: Microsoft Teams Phone, Zoom Phone, Webex; provider apps like 3CX, RingCentral.
  • Common features: click-to-dial, voicemail-to-email, presence, video/screen share, compliant recording.

Advantages of Desk Phones

  • Dedicated hardware reduces distractions vs apps on laptops/mobiles.
  • HD voice & echo cancellation deliver consistent call quality on office networks.
  • Power resilience via PoE + UPS keeps lines live during short outages.
  • Easy adoption for less tech-savvy users; familiar handset experience.
  • Great for shared spaces: reception, meeting rooms, call centres.
  • Traditional professionalism for client-facing sectors.

Disadvantages of Desk Phones

  • Limited mobility; tied to desks and office cabling.
  • Ongoing maintenance (firmware updates, cabling, PoE capacity).
  • Takes desk space; awkward for hot-desking.
  • Risk of underuse in mobile-first teams (wasted capex).
  • Slower to scale — order, ship, and provision hardware.

Advantages of Softphones

  • Low upfront cost — often included with VoIP licences; just add headsets.
  • Mobility anywhere with internet; ideal for hybrid teams.
  • Richer features: click-to-dial, voicemail-to-email, presence, video, compliant recording.
  • Fast scalability — provision users instantly with logins.
  • Deep integrations with Teams, CRM, and service desks; better workflows.
  • BYOD-friendly with secure authentication policies.

Disadvantages of Softphones

  • Shares CPU with other apps; poor devices impact call stability.
  • Relies on internet quality; home Wi-Fi/QoS can be a bottleneck.
  • Battery limits on laptops/mobiles vs PoE-powered handsets.
  • BYOD security risks without MFA, device policies, and remote wipe.
  • Learning curve for users used to physical handsets.
  • Headset quality matters — cheap audio hinders CX.

Cost Comparison

Upfront: Desk phones typically £100–£200 per handset; softphones usually £0 (use existing devices + £30–£80 headsets). Monthly: both require VoIP licences (~£10–£25/user), but desk phones add periodic hardware refreshes. Scalability: softphones provision instantly; handsets add lead time and PoE capacity planning.

FactorDesk PhonesSoftphones
Upfront cost£100–£200 per handset£0 (uses existing devices)
Ongoing cost£10–£25/user + refreshes£10–£20/user (licence only)
ScalabilitySlow, hardware-dependentInstant, software login
Best forReception, call centresHybrid/remote teams

Productivity & User Experience

Desk phones: tactile and familiar, minimal training, but limited integrations — staff often juggle handset + PC to access records. Softphones: integrate with Teams/CRM/service desks, support chat/file-share/video, presence and screen pops — reducing context switching and boosting response times, especially for hybrid teams.

Security & Compliance (UK)

Desk phones

  • Fewer attack surfaces vs laptops/mobiles.
  • Patch firmware; unmanaged devices leave gaps.

    • Softphones

    • Enforce TLS/SRTP, SSO/MFA, device compliance, and remote wipe.
    • Granular GDPR controls: selective recording, retention policies, audit logs.

      • UK obligations

      • 999/112 access with documented failover for power/broadband outages.
      • GDPR: lawful basis, secure storage, and retention controls for recordings.

Migration Strategy & Hybrid Models

  • Audit & segment users: reception/call centre on desk phones; hybrid staff on softphones; execs may use both.
  • Pilot in phases: test softphones with a small group, gather feedback, tune policies.
  • Deploy hybrid platform: provision desk phones and apps under one licence model.
  • Training & adoption: quick-start guides, short videos, drop-in Q&A.
  • Review & optimise: monitor quality and usage; adjust desk-phone/softphone ratios over time.

Case Studies

Manchester Accountancy Firm: Hybrid rollout (15 desk phones for shared areas + 45 softphones) cut hardware spend by ~70% and reduced missed calls by ~30%.

London Property Agency: Softphones on agent mobiles (masking personal numbers) + a few desk phones in reception/boardroom improved client satisfaction within three months.

Common Mistakes to Avoid

  • Treating it as “either/or” — hybrid often wins.
  • Underestimating training and headset quality for softphones.
  • Delaying decisions until the PSTN switch-off rush.
  • Picking providers on price alone — check Ofcom/GDPR alignment and UK support.

FAQS

Yes. Most modern VoIP platforms — including VoIPTelco — allow a hybrid setup where users can log in from both a desk phone and a softphone app. This provides flexibility without duplication.

VoIP calls typically use 35–100 kbps per call depending on codec. For 20 simultaneous calls, you’ll need ~2 Mbps each way, plus headroom for other traffic

Desk phones have fewer attack surfaces, but if left unpatched, they’re vulnerable. Softphones rely on device security but can enforce MFA, TLS/SRTP encryption, and remote wipe for compliance.

For softphones, yes. Quality USB or Bluetooth headsets cost £50–£120 and make a huge difference in call quality. For desk phones, many handsets work fine standalone but benefit from headsets in call centres.

Both desk phones and softphones must comply with Ofcom rules. Providers must ensure access even during power cuts, typically with mobile failover for vulnerable users.

Yes. BYOD is supported if policies are in place — e.g., requiring up-to-date OS versions, MDM control, and MFA logins.

Softphones usually win on cost, especially for SMEs and hybrid teams. Desk phones add hardware investment and refresh cycles every few years.

Finance, healthcare, and public sector offices often retain them for compliance, tradition, and accessibility.

No. Each handset requires ordering, shipping, and configuration. Softphones scale instantly with licences and logins.

Cloud platforms can reroute calls to mobiles or other sites automatically. Desk phones and softphones both need broadband, but failover ensures continuity.

Provide quick-start guides, video tutorials, and live Q&A sessions. Adoption improves with peer champions and IT support.

Not immediately. For many UK firms, the future is hybrid: desk phones in communal/compliance roles, softphones everywhere else.

Final thoughts

Softphones lead on flexibility, integrations, and cost. Desk phones still shine in shared spaces, for accessibility, and where a physical presence matters. Most UK businesses get the best results with a hybrid rollout aligned to roles, backed by clear security and continuity plans.

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