Phone calls are the lifeline of any medical practice. Patients have questions and want to make appointments and specialists need updates. But when your medical secretary is remote, a clunky landline just won’t cut it. You need a cloud-based phone system—one that keeps your practice running smoothly, no matter where your team is.

Dialpad, Zoom Phone, and 3CX are three of the biggest and best options for a soft phone, each with unique strengths and weaknesses. This guide breaks down their pros and cons and walks you through setting up the best system for your practice.

Why Cloud-Based Soft phones Are Essential for Remote Medical Secretaries

Traditional phone systems rely on physical landlines and office-based hardware. In contrast, cloud-based soft phones enable secretaries to make and receive calls from anywhere using just an internet connection. This is particularly valuable for remote medical secretaries who need to:

✔ Handle patient inquiries and appointment scheduling without delays
✔ Maintain a professional business number regardless of location
✔ Record and store call data for quality assurance and compliance
✔ Integrate with practice management software for better efficiency
✔ Reduce costs associated with traditional phone lines and hardware maintenance

Choosing the right system depends on factors like call quality, security, ease of use, and integration with medical practice software. Let’s examine how Dialpad, Zoom Phone, and 3CX compare.

Comparing the Top Cloud-Based Soft phone Solutions

1. Dialpad – Best for AI-Driven Features and Ease of Use

Pros:
✅ AI-powered call transcription and sentiment analysis
✅ Seamless integration with Google Workspace, Microsoft 365, and CRM tools
✅ High-quality VoIP calls with automatic background noise reduction
✅ Mobile and desktop app with an intuitive interface

Cons:
❌ Limited advanced call routing features compared to 3CX
❌ May require a strong internet connection for best performance
❌ Fewer customisation options for complex call flows

💡 Ideal for: Solo practitioners or small specialist practices looking for a modern, AI-enhanced communication tool.

2. Zoom Phone – Best for Practices Already Using Zoom

Pros:
✅ Integrates seamlessly with Zoom Meetings for video calls
✅ HIPAA-compliant security for handling sensitive patient data
✅ Supports call recording and voicemail transcription
✅ Flexible pricing plans for different practice sizes

Cons:
❌ Call handling features are more basic compared to Dialpad and 3CX
❌ Dependent on Zoom’s overall infrastructure—outages can affect phone service
❌ Lacks advanced call analytics and AI-driven features

💡 Ideal for: Medical specialists already using Zoom for telehealth consultations and looking for a unified platform.

3. 3CX – Best for Customisation and Call Routing

Pros:
✅ Highly customisable with advanced call routing options
✅ Can be hosted on-premises or in the cloud for greater control
✅ Supports SIP trunking for cost-effective international calling
✅ Compatible with desk phones, mobile apps, and web clients

Cons:
❌ Requires more technical setup compared to Dialpad and Zoom
❌ Some features, like call recording, require additional licensing
❌ The interface may feel outdated compared to newer soft phone solutions

💡 Ideal for: Large or multi-specialist practices needing detailed call management and integration with existing PBX systems.

Which Cloud-Based Phone System Is Right for You?

• For ease of use and AI-powered features: Choose Dialpad

• For seamless integration with Zoom telehealth services: Opt for Zoom Phone

• For advanced call routing and customization: Go with 3CX

If your practice prioritizes scalability and advanced call management, 3CX is the best choice. However, if you prefer a simpler, AI-enhanced experience, Dialpad is an excellent alternative.

How to Set Up Your Chosen Cloud-Based Soft phone System

Once you’ve selected your ideal phone system, follow these steps to set it up:

Step 1: Choose a Plan

• Visit the provider’s website and select a plan based on the number of users and required features.

• Ensure it includes essential medical practice tools like call recording and voicemail transcription.

Step 2: Configure Your Business Phone Number

• Port your existing business number or get a new one.

• Set up direct lines for different departments or staff members if needed.

Step 3: Install the Software

• Download the soft phone app on your computer, mobile device, or tablet.

• For 3CX, you may need additional SIP trunk setup or integration with existing PBX systems.

Step 4: Set Up Call Routing and Voicemail

• Define business hours and after-hours call handling.

• Configure voicemail settings and automatic call forwarding to ensure seamless patient communication.

Step 5: Train Your Staff

• Provide training for medical secretaries on how to use the system effectively.

• If using Dialpad, educate staff on AI features like real-time transcription.

Step 6: Test and Optimize

• Conduct test calls to ensure high call quality.

• Adjust settings based on feedback from secretaries and patients.

A reliable cloud-based phone system improves efficiency, enhances patient communication, and ensures seamless practice management for remote medical secretaries. Whether you choose Dialpad for AI capabilities, Zoom Phone for simplicity, or 3CX for advanced call management, the right solution will streamline your workflow and enhance patient care.

By carefully selecting and setting up your cloud-based phone system, you empower your remote medical secretaries with the tools they need to provide exceptional service and support—no matter where they are.

Would you like assistance choosing the best solution for your practice? Contact us today for expert advice on remote medical secretarial services OR download our FREE book.