Enterprise
Telephony and CTI
Telephony and CTI (Computer Telephony Integration: the link that pops customer records on screen as a call connects.) brings your contact centre platform into FrontLine. Live today across all six supported platforms (Zoom Contact Center, Amazon Connect, Genesys Cloud, Twilio Flex, Five9, and Avaya OneCloud): call interaction records attributed to the right client and line of business, agent state synced to the wallboard and Team Chat presence, call-to-QA (Quality Assurance: the program that scores and reviews agent interactions.) linkage with audited recording access, and voice CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) ingestion, plus CTI screen pop on Zoom, Twilio Flex, and Five9.
Live supervisor monitoring ships too: silent monitor and barge on Amazon Connect, the full set including whisper coaching on Genesys Cloud, Twilio Flex, Avaya OneCloud, and Five9, and record-only capture on Zoom Contact Center.
Each platform ingests on its own path: Zoom by signed webhook, Amazon Connect through a customer-side forwarder since it has no native webhooks, Genesys Cloud and Avaya OneCloud over native notification WebSockets, Twilio Flex through Event Streams webhooks carrying Voice and TaskRouter events, and Five9 over a hybrid path that pairs its event webhook with a supervisor-session WebSocket for live agent state. FrontLine keeps call metadata and post-call transcripts; recordings stay in the platform with audited access.
An embedded softphone lets agents work calls without leaving FrontLine, and an AHT (Average Handle Time: the mean duration of a customer interaction.) and disposition dashboard turns the captured call data into supervisor-ready views. With Five9 and Avaya OneCloud live, all six platform adapters are shipped; an outbound dialer and queue-configuration push are the two capabilities still on the way.
What's inside
Call interaction records
Every voice engagement lands in FrontLine as an immutable call interaction record, attributed to the right client account and line of business. Transfers are captured leg by leg, so Average Handle Time stays accurate no matter how many times a call moves.
Agent state sync
Agent state sync streams Zoom user status changes into FrontLine in real time, so an agent's on-call, after-call work, break, or offline state shows up the instant it changes. That single live state drives both the operations wallboard and Team Chat presence, with no separate status for agents to keep updated.
Call-to-QA linkage
QA evaluations attach directly to the call interaction, so an analyst scores the actual call rather than a note about it. Post-call transcripts are ingested and stored alongside the telephony record, and every access to a recording is resolved and written to the audit log.
CTI screen pop
When an inbound call connects, FrontLine pushes a screen-pop event to the agent's session in real time, so the caller's context is on screen the moment the conversation starts. The event is delivered over Server-Sent Events (SSE) with Redis fan-out, so there is no polling delay and no separate desktop app to keep in sync.
Voice CSAT ingestion
Register a post-call Zoom survey (NPS, CSAT, or CES) in the CSAT surveys tab and bind each question to its Zoom question id. Zoom runs the survey, FrontLine ingests every response, and voice satisfaction lands in the same agent, LOB, and client scores as every other channel.
Live supervisor monitoring
A supervisor silent-monitors, whisper-coaches, or barges into a call in progress, with every action role-scoped and written to the audit log. Live monitoring runs today across five platforms: silent monitor and barge on Amazon Connect, and the full set of silent monitor, whisper coaching, and barge on Genesys Cloud, Twilio Flex, Avaya OneCloud, and Five9.
AHT and disposition reporting
AHT and disposition reporting turns your telephony data into supervisor-ready views: average-handle-time trends, call volume, and disposition mix, each broken out by client and line of business. It reads the call records FrontLine already captures, so the dashboard reports on history you hold rather than starting from an empty chart.
Embedded softphone
The embedded softphone lets agents answer, hold, transfer, mute, and end calls without leaving FrontLine. Rather than build a dialer, FrontLine hosts your platform's own softphone in a sandboxed iframe inside the agent workspace and bridges its call events to presence, screen pop, and call state. It is live today on Amazon Connect and Genesys Cloud.
Outbound dialer and campaigns
Outbound dialing with campaign management for proactive, collections, and sales programs: call lists, pacing, callbacks, and compliance calling windows in one place. This capability is on the telephony roadmap and is not something you can turn on today.
Queue configuration push
Queue configuration push will let you manage contact centre queue routing and settings from inside FrontLine and send those changes back to your telephony platform. Today FrontLine reads your platform's queues as a synced, read-only registry and maps each one to the right client and line of business; the push side is on the telephony roadmap and not yet available.
Supported platforms
Zoom Contact Center
Zoom Contact Center is FrontLine's first live telephony adapter. A tenant admin connects a Zoom Server-to-Server OAuth app, and FrontLine ingests contact centre engagements through a signed webhook, mapping Zoom queues, agents, and states into the platform.
Amazon Connect
FrontLine connects to Amazon Connect and turns contact records into call interactions, live agent state, and QA-ready recordings. Supervisors get live silent monitor and barge across one or more Connect instances in the same tenant.
Genesys Cloud
Genesys Cloud is a live FrontLine telephony adapter. Connect a Genesys Cloud org with OAuth client credentials and a regional host, and FrontLine ingests interactions over the Genesys Notifications WebSocket, attributing each call to the right client and LOB.
Five9
Five9 is a live FrontLine telephony adapter and the sixth to ship, completing the six-platform roster. A tenant admin connects a Five9 account, and FrontLine ingests interactions and live agent state, attributing every call to the right client and line of business, with full supervisor monitoring including whisper coaching.
Twilio Flex
Twilio Flex is a live FrontLine telephony adapter. A tenant admin connects a Flex account with a per-tenant Twilio API Key, and FrontLine ingests Voice and TaskRouter events over Twilio Event Streams, mapping each interaction to the right client and line of business. It is the fourth platform adapter and the second, after Genesys Cloud, to support the full supervisor set including whisper coaching.
Avaya OneCloud
Avaya OneCloud is a live FrontLine telephony adapter, the fifth to ship. Connect an Avaya OneCloud org with OAuth client credentials, and FrontLine ingests interactions over the Avaya notification WebSocket, attributing each call to the right client and line of business, with full supervisor monitoring including whisper coaching.