Gartner Research

How Far to Go When Eliminating Desk Phones

Published: 12 July 2017

ID: G00331824

Analyst(s): Mike Fasciani , Rafael Benitez


As part of digital workplace unified communications strategies, IT organizations are reducing their use of desk phones. Application leaders need to identify which users need desk phones; which can run softphones on PCs, smartphones, tablets or virtual desktop infrastructures; and which need both.

Table Of Contents
  • Key Challenges


  • Use Cases and Preferences


  • Grouping Users
    • Drivers and Challenges of Desk Phones and Softphones
  • Factors of a Successful Softphone Migration
    • Focus on Quality of Experience
    • Pilot Softphones
    • Headsets and Speakerphones
    • Softphone Support for Mobile Device APIs
    • Training Users on Softphones
  • Common Areas of Concern With Softphones
    • Voice Quality/QoS
    • Emergency Service Calling
    • Impact to Corporate Data Network
    • Advanced Enterprise Calling Users
  • Impacts on Price
    • The Price of Desk Phones
    • Deployment Agility With Softphones
    • POE and Power Considerations

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