Call Center Application
Production-ready call center platform for J.M. Field
❌ The Problem
•Talkdesk/Five9: $750-$1,250/month for 5 agents
•Limited customization options
•Per-seat pricing scales poorly
•Vendor lock-in and data ownership concerns
✅ Our Solution
•Self-hosted: $240/year total cost (5 agents)
•Browser-based WebRTC calling (no desk phones)
•Full control over features and call data
•Production-ready with all core features deployed
Features
Agent Dashboard
- ✓WebRTC browser calling (JsSIP, no desk phones)
- ✓Answer, hold, transfer, hangup controls
- ✓Outbound calling with click-to-dial
- ✓Audio notifications for incoming calls
- ✓22 call disposition codes with notes/tags
- ✓Real-time performance stats
Supervisor Dashboard
- ✓Real-time agent status grid (3-second auto-refresh)
- ✓Live call feed with disposition breakdown
- ✓Queue statistics (waiting, avg wait time)
- ✓Today's disposition analytics with charts
- ✓WebSocket-powered instant updates
Call Recording Playback
- ✓Web-based audio playback (HTML5)
- ✓Date range filters (default: last 7 days)
- ✓Search by caller number or disposition
- ✓Download recordings as WAV files
- ✓Pagination for large datasets
Priority Queue Management
- ✓3-tier priority (VIP, Normal, Low)
- ✓Automatic VIP detection by phone number
- ✓PostgreSQL-based VIP caller database
- ✓Priority-based call routing
- ✓Real-time queue position updates
Technology Stack
FastAPI
Python async backend
Alpine.js
Reactive frontend
WebSockets
Real-time updates
Asterisk ARI
Telephony control
PostgreSQL
Call data storage
JsSIP
WebRTC calling
Tailwind CSS
UI styling
Docker
Containerization
Cost Comparison
| Solution | Monthly (5 agents) | Annual Cost | Setup Fee |
|---|---|---|---|
| Talkdesk | $500 - $750 | $6,000 - $9,000 | $500+ |
| Five9 | $650 - $1,000 | $7,800 - $12,000 | $1,000+ |
| Genesys Cloud | $550 - $850 | $6,600 - $10,200 | $800+ |
| Our Solution (Production) | $20 | $240 | $0 |
Annual Savings: $11,760 (98% cost reduction)
Based on Five9 pricing ($12,000/year) vs our self-hosted solution ($240/year)
Development Phases (All Completed ✅)
Core Agent Dashboard
WebRTC calling, call controls, WebSocket integration
Outbound Calling
Click-to-dial, caller ID management, call transfer
Audio Notifications
Browser-based alerts for incoming calls
Disposition System
22 call disposition codes with tags and notes
Supervisor Dashboard
Real-time monitoring, agent status, disposition analytics
Call Recording Playback
Web interface for reviewing and downloading recordings
Priority Queue Management
VIP caller detection and priority-based routing
Future Enhancements
Historical Reporting
Long-term trends, agent leaderboards, custom date ranges
CRM Integration
Screen pop with customer data from existing systems
SMS Integration
Send/receive texts from the dashboard
Call Whisper/Barge
Supervisor monitoring and coaching capabilities
Advanced Analytics
Peak call times, conversion rates, predictive insights
Email/Slack Alerts
Notifications for queue overflow, missed calls
The Bottom Line
Total Investment
~60 hours dev time
Annual Savings
$11,760
Cost Reduction
98%
Complete control. Custom features. Zero per-seat fees.
