In Part 1 I briefly described the technology behind IP soft phones. To recap, a soft phone is really a software application that uses IP technology to transmit voice signals over the internet. There are many benefits to using soft phones over standard hardware phones. However, as with any new technology, there are some drawbacks as well.
Let's start with the good news first. With a soft phone you have one less hardware device cluttering up your desk! Fewer wires will be tangled up behind your desk as well. Not to mention the convenience of having the ability to control your phone with the click
of a mouse rather than pushing buttons. While these benefits are more of a work area design improvement (as opposed to technological) they are benefits nonetheless.
Technologically speaking, benefits include compatibility with other devices like web cameras and a tried and true communications protocol (IP). Video conferencing and video chat are quickly becoming the medium of choice for business meetings and even conferences.
The main cost benefit is the ability to phase out hardware that must be maintained, replaced, or upgraded. There will of course be an initial cost for the soft phone application, setup, and support but in the long run that cost will be defrayed by not having to purchase, replace, or upgrade phone hardware.
One of the drawbacks of soft phone technology is its reliance on the PC. If your PC loses power or is down for repairs, you lose your phone as well. Another drawback is their reliance on network connectivity. If your internet service provider
experiences a service interruption, your computer might stay up but you'll lose your phone.
So let's say you've weighed the benefits against the drawbacks and have decided that IP soft phones are a good fit for your business environment. What are the next steps? I explore this question in Part 3: Implementation Suggestions.