Softphones are at the heart of most UCaaS instances, and for many VoIP buyers, they're becoming the primary use case, sometimes completely obviating the need for physical handsets. Part of that is because they work as well on mobile phones and tablets as they do on desktop PCs or laptops. For workers in call centers, softphones are often the only tool because they're the front-end window to any CRM or help desk integration, which is nowadays a must-have for that job.
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Businesses, however, may prefer the security of a local system. They have the option of purchasing a private branch exchange (PBX) server to handle all their calls from local hardware.
There are a couple of ways to evaluate the costs for a small business phone system. If you're adding or replacing handsets or other hardware, you'll have to determine up-front costs separate from ongoing service fees.