Intelligent, browser-based agent telephony for modern cloud contact centers. Full call control, customer context on screen-pop and an inline AI copilot — provider-agnostic and enterprise-secured. In active development with design partners.
The softphone reads each tenant’s capabilities at sign-in and renders only the controls its provider supports — the same Contact Center Abstraction Layer behind the rest of the platform.
Built-in SIP · WebRTC
HD voice, no extra infra
Amazon Connect
CCP-backed voice
Genesys Cloud CX
WebRTC station
NICE CXone
agent + presence
Talkdesk
agent + presence
Five9
agent + presence
Dynamics 365
Contact Center
+ your stack
one abstraction layer
What it does
Call control, context and a copilot — in one place
01 · Native call experience
Full agent call control over WebRTC
The softphone registers over WebRTC with the full set of controls agents expect. A native iOS and Android companion app registers with CallKit and ConnectionService, so inbound calls ring on a locked device.
Capability-aware UI — a control only shows when the provider supports it
INCOMING CALL
Meera Krishnan
Acme Insurance
AI risk score0.62 · watch
Open caseRenewal dispute
Decline
Answer
Copilot · updates as they talklive
Customer wants a pro-rata refund — policy allows it within 14 days of renewal. She is on day 9.
Next best actionOffer pro-rata refund
ComplianceRead the recording disclosure
02 · Live AI copilot
Guidance that keeps up with the conversation
As the live transcript grows the copilot re-runs: a plain-language read of the situation, ranked next-best actions with rationale, a suggested reply, compliance alerts, and citations back to the knowledge base.
Streamed in-call — the panel fills in as the call unfolds
Grounded — every suggestion names the source document
Compliance watch — missed disclosures and risky commitments flagged live
03 · Unified customer context
The screen-pop, before you say hello
Every call opens with who is calling and why: identity resolved from the number, company, tags, AI risk score, open cases and the history of past contacts. Transfer the call and the context travels with it.
Instant identity — no “can I take your account number” to start
Open cases & past summaries one click away mid-call
Context-preserving transfer — the next agent starts where you left off
NameMeera Krishnan
CompanyAcme Insurance
TagsVIP · at-risk
Open cases2 · renewal dispute
Past interactions7 · last 30 days
Enterprise from day one
The same security model as the rest of the platform
MFA & per-tenant SSO
TOTP multi-factor at sign-in and OIDC single sign-on per organisation. Short-lived tokens with silent refresh.
Credentials never leave the server
Trunk credentials are encrypted at rest and vended after auth — the app never keeps a reusable secret in the clear.
Data-residency aware
Inference and media route to the tenant region; an out-of-region write is refused, not silently allowed.
Role-based access
Agent, supervisor and admin scopes — the supervisor and field tools only appear for the roles that own them.
On-device secure storage
On mobile, session tokens live in the iOS Keychain / Android Keystore, not plain app storage.
Push that respects the lock screen
High-priority call pushes wake a locked device and bypass Do-Not-Disturb on Android; everything else is a normal notification.
Common questions
Contact Center Softphone, in short
The softphone is in active development with design partners. AI Quality Management, which the softphone feeds, is generally available now. Join the early-access list to be included as it matures.
Both. The softphone sits on the same provider-agnostic abstraction as the rest of the platform — built-in SIP/WebRTC plus Amazon Connect, Genesys Cloud CX, NICE CXone, Talkdesk, Five9 and Dynamics 365 — and only shows the controls each provider supports.
Browser-based over WebRTC — nothing to install. A native iOS and Android companion app is also in development for agents and field staff.
As the live transcript grows the copilot surfaces a read of the situation, ranked next-best actions, a suggested reply and compliance alerts, each grounded to a source document.
Same backend and copilot, different scope. The Softphone is focused agent telephony; the Agent Desktop is the full omnichannel workspace with digital channels, wrap-up and supervisor tools.
Be first on the softphone
We’re onboarding design partners now. Tell us your telephony platform and team size and we’ll bring you into early access.