Contact Center Software That Knows What the Claim Is Doing
Generic call centre software does not know your business. Ours is built into the system of record — so a rep sees the job, the field technician sees the rep, and the customer is never asked the same question twice.
Built into the workflow, not bolted beside it
- Authorization queues with per-representative concurrency limits, so no one is holding more work than they can clear
- Representative availability boards
- Wait-time escalation alerts when a request ages past threshold
- Job and claim routing to and from the contact centre via API
- Two-way representative ↔ field technician messaging with unread alerting
- Internal contact-centre notes kept strictly separate from customer-visible notes
- Automatic record teardown when a technician voids a job
- Authorization gating that blocks order submission until approval lands
- Per-representative performance reporting
We build the phones too
Most software firms integrate with a phone system someone else runs. We run our own.
Adroited operates a production Asterisk / FreePBX platform — inbound and outbound SIP trunking, call queues with priority and queue statistics, IVR menus, call recording and recording reports, CDR reporting, conference bridging, fax, find-me/follow-me and ring groups, business-hours time conditions, voicemail with reporting, and WebRTC softphone endpoints.
That means we can build the routing application and stand up the telephony underneath it, and make the two talk. We also integrate with existing platforms, including Five9, where you already have one.
Asterisk and FreePBX are open-source platforms we deploy, configure, secure and operate — not software we wrote.
Your reps and your field team should be looking at the same record.
Let’s talk about connecting the phone to the work.