In 2020, we shipped 50 desk phones per week to new VoIP customers. In 2026, we ship about 8. The desk phone is not dead yet, but it is on life support. Here is what replaced it and why.
The Numbers
| Year | % of Users with Desk Phone | % Softphone Only | % Mobile Only |
|---|---|---|---|
| 2019 | 85% | 10% | 5% |
| 2020 | 70% | 20% | 10% |
| 2022 | 45% | 35% | 20% |
| 2024 | 30% | 40% | 30% |
| 2026 | 20% | 45% | 35% |
Five years ago, every employee got a desk phone by default. Today, most employees never touch one.
What Replaced the Desk Phone
1. Desktop Softphone + Headset (45% of users)
A software application on the laptop with a USB or Bluetooth headset. This is now the default for knowledge workers.
Why it won:
- No extra hardware (laptop already exists)
- Works from anywhere (office, home, coffee shop)
- Click-to-dial from CRM, email, browser
- Screen sharing and video on the same app
- $80 headset vs $250 desk phone
Best for: Office workers, remote workers, sales teams, support teams
2. Mobile App (35% of users)
The business VoIP app on a personal smartphone. Business number, business features, personal device.
Why it won:
- Always with you — never miss a business call
- Separate business number (no giving out personal cell)
- Business voicemail, call recording, CRM integration
- Zero hardware cost
Best for: Field workers, executives, sales reps, anyone mobile
3. Desk Phone (20% of users)
Still relevant for specific roles:
| Role | Why They Need a Desk Phone |
|---|---|
| Receptionist | Handling 100+ calls/day needs tactile buttons |
| Conference room | Shared device, always ready |
| Warehouse/factory | Harsh environment, shared device |
| Executive assistant | Multi-line management |
| Compliance-sensitive | Dedicated device for regulated calls |
The Hidden Benefit: Cost Savings
| Setup | Cost Per User | Notes |
|---|---|---|
| Desk phone (Yealink T54W) | $250 one-time + phone | Plus PoE switch port |
| Desktop softphone + headset | $80 one-time | Jabra Evolve2 30 |
| Mobile app | $0 | Uses existing device |
For a 100-person company going from all desk phones to 80% softphone/mobile:
- Old cost: 100 x $250 = $25,000 in phones
- New cost: 20 x $250 + 80 x $80 = $11,400
- Savings: $13,600 just in hardware
Plus no PoE switch upgrades needed for 80 fewer phones.
My Recommendation
For new deployments in 2026:
- Default everyone to softphone + headset
- Desk phones only for reception, conference rooms, and roles that specifically request them
- Mobile app for everyone (even desk phone users — for after-hours)
I typically recommend https://vestacall.com for clients who value support quality includes desktop, mobile, and web apps in every plan at no extra cost.
