Enterprise · Part of Telephony and CTI
Embedded softphone
An in-app softphone that will let agents answer, dial, hold, transfer, and disposition calls without leaving FrontLine. It is on the telephony roadmap and is designed to reuse the call-record, agent state-sync, and screen-pop foundation already shipped.
For the operator
When it arrives, the agent will work the call from inside FrontLine instead of toggling to a separate dialer window, so the call controls, the customer record, and the disposition all sit on one screen. Screen pop already brings the caller's context up on inbound; the softphone will add answer, hold, transfer, and hang-up controls beside it, and the disposition will drop straight onto the call record with no re-keying. Agent state stays in sync with the rest of the platform, so a hold or an after-call-work state is the same signal your adherence and real-time views already read. For the telephony admin, there is no second desktop application to package, patch, or troubleshoot per seat. This is not shipped yet: it sits on the telephony roadmap and will land as the next platform adapters come online.
Business impact
One fewer piece of desktop software to license, deploy, and support across every agent seat, and one fewer place a call detail can go missing. Because the softphone will build on the call-record and state-sync foundation FrontLine already runs, dispositions and handle-time data will land in the same system your QA (Quality Assurance: the program that scores and reviews agent interactions.) and reporting draw from, without an export or a reconciliation step. Agents who never leave the platform to take a call ramp faster and make fewer mis-dispositions, which protects both average handle time and client trust. It is not available today: it is on the telephony roadmap and arrives with the next platform adapters, so you can factor it into planning without betting a contract on a date.