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Agent Experience
A workspace agents actually use
WebRTC softphone, transfers, conference, callbacks, and manual dialer — everything agents need in the browser, without plugins or desk phones.
Agent ExperienceBluTec Connect
01
Challenge
Desk phones, plugins, and tab sprawl slow agents down between every connect.
BluTec approachBrowser WebRTC softphone with full call controls
Agents register automatically via SIP extension and work from the dialer in the browser. Hold, mute, hangup, and device selection (mic/headset) stay on one screen with campaign leads and dispositions.
What you get
- WebRTC softphone with auto SIP registration
- Hold / unhold, mute / unmute, and hangup
- Mic and headset device selection
- Campaign dialer: fetch lead, dial, dispose, skip
02
Challenge
Transfers and conferences break context — customers repeat themselves after every handoff.
BluTec approachBlind, attended, and internal transfers plus conference
Transfer externally via SIP, run attended consult transfers, or hand off agent-to-agent with accept/reject. Add conference participants, mute, merge held consults, and review multi-segment journeys later.
What you get
- External blind SIP transfer
- Attended (consult) transfer
- Internal agent-to-agent transfer (accept / reject / cancel)
- Multi-party conference with mute and merge
03
Challenge
Callbacks, manual dials, and history live in separate tools agents forget to open.
BluTec approachCallbacks, manual dialer, history, and customer journey
Agents get a callback inbox with reminders (snooze/dismiss), a floating manual dialer with remarks and phone history, call history with recording play/download, and a customer journey timeline across transfer segments.
What you get
- Callback inbox with reminders, snooze, and dismiss
- Manual dialer with remarks and phone history
- Call history with recording playback and transfer indicators
- Customer journey timeline across multi-segment calls
Real-world fit
Use cases that win
Where teams deploy this module — from day-one rollout to enterprise scale.
Scenario
New agent onboarding
Get agents productive quickly with a single dialer UI, dispositions, and status bar.
Scenario
Remote teams
Browser WebRTC means agents work from anywhere with a headset — no desk phone required.
Scenario
Multi-campaign agents
Switch campaigns with the right lists, DIDs, and disposition lists attached.
Scenario
Escalations
Warm-transfer or conference a supervisor without dropping the customer.
Scenario
Follow-up heavy desks
Never miss scheduled callbacks with inbox badges and reminder modals.
Scenario
Performance visibility
Agent dashboard and status (available, on call, wrap-up, break, etc.) keep focus clear.
Everything in this module
A complete checklist — pair it with other BluTec modules for a full-stack contact center.
Browser WebRTC softphone
Auto SIP extension registration
Hold, mute, hangup controls
Mic / headset selection
Campaign dialer workspace
One-click dispositions
Scheduled callbacks & reminders
Callback inbox
Manual dialer with remarks
Blind SIP transfer
Attended (consult) transfer
Internal agent-to-agent transfer
Multi-party conference
Call history & recording playback
Customer journey timeline
Live agent status bar
Ready to see it in action?
Walk through this module with our team — tailored to your campaigns, compliance needs, and org structure.