Gartner Research

Focus on User Experience and Quality to Drive Softphone Adoption

Published: 24 February 2014

ID: G00260882

Analyst(s): Sorell Slaymaker, Steve Blood


Softphones of various forms are increasingly important in organizations' communications requirements. For best results, IT leaders must focus on quality and user experience. This research outlines the key factors for influencing softphone experience and adoption.

Table Of Contents
  • Key Challenges



  • Quality and User Experience Will Be the Primary Drivers for Softphone Acceptance
    • Catalog and Encourage Use of Approved Headsets by UC Users
    • Include UC Compatibility Testing for IT Inventory of Devices
    • Optimize Codec Selection
  • Plan to Connect a Minimum of Two Devices per UC User
  • Secure the Connection and Safety of the User
    • Enforce Security Policies for Softphone Communications
    • Implement Advisory Message for Emergency Calling
    • Include Softphones as a Business Continuity Opportunity

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