Adroited
5 SaaS in production
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Adroited LLCContact centre softwareCape Coral, FL

Contact centre 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.

Start a conversation→ VoIP phone systems→
Discipline
Contact centre
applications
Built into
Your system of record,
not beside it
Also operated
Our own Asterisk /
FreePBX platform
Location
Cape Coral, FL
Working remotely
01

Built into the workflow, not bolted beside it

The rep and the record are the same screen
Authorization queues
Per-representative concurrency limits, so no one is holding more work than they can clear
Availability
Representative availability boards
Escalation
Wait-time escalation alerts when a request ages past threshold
Routing
Job and claim routing to and from the contact centre via API
Messaging
Two-way representative ↔ field technician messaging with unread alerting
Notes
Internal contact-centre notes kept strictly separate from customer-visible notes
Teardown
Automatic record teardown when a technician voids a job
Gating
Authorization gating that blocks order submission until approval lands
Reporting
Per-representative performance reporting
02

We build the phones too

Most software firms integrate. We operate.
The call arrives already knowing what it is aboutSchematic
Inbound call SIP trunk PBX IVR · queue · priority Recording · CDR Record lookup Match caller → claim, job or policy Representative The claim is already on screen. Nothing is asked twice. Field technician Two-way messaging, unread alerting Your reporting Recordings and CDRs, measured against outcomes One vendor for the routing application and the telephony underneath it — which is why the two agree.
The orange path is the part a phone vendor cannot sell you and a software vendor cannot reach: it needs both halves under one roof.

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.

SIP trunkingCall queuesQueue statisticsIVR menusCall recordingCDR reportingConference bridgingFaxRing groupsFind-me/follow-meTime conditionsVoicemail reportingWebRTC softphones
03

What that means for your build

And what we did not write

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.

Related work: VoIP phone systems, claims and TPA software and field service software.

04

Where the value usually is

Engagement

Contact centre projects tend to be pitched as replacing the phone platform. In practice the platform is rarely the problem — the missing layer between the phones and the operational records is.

01

Screen pop

Match the inbound number, put the account, history and open items on screen before the agent speaks. This removes the first thirty seconds of every call.

02

Disposition that means something

Outcomes recorded against the customer record rather than a call log, so the reporting can answer commercial questions instead of switchboard ones.

03

Routing on real data

Route on account status, open claim, outstanding balance or assigned owner — not just on the menu option the caller pressed.

04

Recording with a retrieval path

Retention set to your obligations rather than kept forever, and a supervisor route to the recording that does not require a ticket.

05

Questions we get asked

FAQ
01 Do we have to replace our current phone system?

Usually not. Most of what makes a contact centre work is the layer around the phones — routing, screen pop, disposition, reporting, and the connection to your CRM. We have built against Five9 and against SIP trunking directly, and in many cases the existing platform stays and gains the integration it was missing.

02 Can agents work from home?

Yes. A softphone plus a browser is the normal setup, which removes the hardware constraint entirely. What needs attention is supervision and quality: presence, whisper and barge, and recording need to work the same way for a remote agent as for one in the room.

03 What about call recording and retention?

Recording is straightforward; retention is the part worth deciding deliberately. We set retention windows to match your obligations rather than keeping everything forever, store recordings in object storage with role-based access, and make the retrieval path something a supervisor can actually use.

04 Can it show agents the customer record when the call connects?

Yes, and it is normally the single highest-value integration in the project. Matching the inbound number against your records and putting the account, history and open items on screen before the agent says hello removes the first thirty seconds of every call.

05 How do you report on it?

Against commercial questions rather than switchboard statistics. Handle time and abandon rate matter, but so does what happened after the call — whether the job was booked, the claim progressed, the payment taken. That means joining telephony data to your operational records, which is why we treat reporting as an integration problem.

Your reps and your field team should be looking at the same record.

Let’s talk about connecting the phone to the work.

Start a conversation→ API integrations→