Does a Business Even Need a Physical Handset as a Part of Their Phone System and Contact Centre?

The question of whether a business requires a physical handset in their phone system and contact centre has become increasingly relevant with the advent of modern communication technologies.
Contact UsCall 1300 978 073

Here’s a breakdown of the considerations: 


Reasons Why a Business Might Not Need a Physical Handset: 

  • Softphones: A softphone is a software-based phone that runs on a computer, tablet, or smartphone. It provides all the functionalities of a traditional phone but without the physical device. With a good headset, the call quality can be on par with, or even superior to, traditional phones. 
  • Cost Savings: Physical handsets can be expensive, especially when purchasing for a large team. Softphones often come at a fraction of the cost, leading to significant savings. 
  • Flexibility: With softphones or mobile-based solutions, employees can work from anywhere — be it from home, another office, or while travelling. 
  • Scalability: Adding new users to a software-based system can be done in a few clicks, without the need to purchase and set up new hardware. 
  • Unified Communications: Modern communication platforms often integrate voice, video, chat, and collaboration tools into a single solution, making a separate physical phone redundant. 
  • Maintenance and Upgrades: Software solutions can be updated remotely, ensuring access to the latest features and security patches without manual interventions. 
business internet switch
hosted phone system

Reasons Why a Business Might Still Opt for Physical Handsets: 

  • Tactile Preference: Some employees prefer the tactile feel of a traditional phone, finding it more intuitive or easier to use. 
  • Dedicated Device: Having a dedicated device for calls can reduce distractions, ensuring that employees are not tempted to use other apps or browse the web during work hours. 
  • Reliability: Physical handsets, especially in a well-maintained office environment, can offer consistent call quality without relying on the performance of a computer or mobile device. 
  • Advanced Features: Some high-end handsets come with features that might not be readily available on softphones, such as dedicated programmable buttons, superior speakerphone capabilities, or integration with office tools. 
  • Separation of Work and Personal Space: Especially in environments where employees use their devices, a dedicated phone can help maintain a clear boundary between professional and personal communications. 


In conclusion, the decision to use physical handsets or rely solely on software-based solutions depends on the specific needs, preferences, and budget of a business. While many modern businesses are shifting towards virtual solutions for their phone systems and contact centres, there’s still a place for physical handsets in certain scenarios. It’s crucial to assess the unique requirements of your business and make an informed choice. 


Telco Broker has helped hundreds of businesses throughout Australia. Locations include Sydney, Brisbane, Melbourne, Adelaide, Perth, Canberra, Hobart and Darwin. Give the team at Telco Broker a call on 1300 978 073. The initial consultation is complimentary.

Our Valued Clients

If you are considering changing your Telecommunications provider but don't know what the best option is for your business, contact us for a free quote, and let Telco Broker help you discover the best Telecommunications solutions tailored for your business. 

Don’t pay more than you should for a service that isn’t providing what you need. Telco Broker’s expert consultants can save you time and money and present a number of more suitable options for your business’s needs. 

Telco Broker has helped hundreds of businesses throughout Australia with their Telecommunications Services across Sydney, Brisbane, Melbourne, Adelaide, Perth, Canberra, Hobart and Darwin. Give the team at Telco Broker a call on 1300 978 073. The initial consultation is free!