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.