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Voice-Only Contact Center (SIP / WebRTC)

Customer challenge

Many organisations still handle the overwhelming majority of customer interactions by telephone and do not need — or are not ready for — a full omnichannel deployment. They need a voice platform that is reliable, easy to operate, and modern enough to support remote agents via browser without complex VPN or hardware phone provisioning.

Legacy on-premise ACDs are reaching end-of-life and carry high maintenance costs. Cloud PBX alternatives often lack the routing sophistication or supervisor tools required for a true contact centre.

ExpertFlow's approach

ExpertFlow delivers a complete voice contact centre using open SIP standards and WebRTC for agent audio. Agents connect via browser — no softphone installation or desk phone required. SIP trunks from any ITSP connect directly to ExpertFlow's edge call-control layer, keeping voice media local and minimising latency.

Skills-based routing directs calls to the most capable available agent using live agent state. IVR handles self-service and call deflection before queue entry. Supervisors can monitor calls, barge in, and view real-time queue metrics. All calls are recorded and stored against the conversation record.

Why ExpertFlow wins here

ExpertFlow's edge call-control model keeps signalling and media on the customer's network rather than routing through a cloud POP. This produces lower latency for geographically distributed contact centres and means voice quality is independent of internet connectivity to a cloud provider. Running on standard SIP means no carrier lock-in and no proprietary endpoint hardware.

Typical deployment context

50–1 500 agent seats. Customer has existing SIP trunks they want to retain. Agents are distributed across offices or working remotely. May be regulated (healthcare, finance) requiring on-premise media handling. Often a first step before adding chat or AI automation channels.

Open Items

  • [x] Confirm all features in features_included exist in the catalog (forward refs)
  • [x] Set decomposition_status: clean once Window 1 features are committed
  • [x] Derive primary_axioms from features (run bmad-catalog-intake)