Integrated call center
Call center software for business
Queues, agents, an in-browser softphone and a live wallboard — in one platform.
The Pentacomm call center runs in the same platform as the phone system: queues and agents, a WebRTC softphone right in the browser (no plugins or desktop client), a live wallboard, supervisor KPI reports and QA scoring, scheduled callbacks and self-service portals — with GDPR-compliant recording included.
The problem
A good call center is more than “dialing down a list”.
Businesses that run on the phone need visibility and control: how many calls are waiting in queue, how long, what agents are doing, how quality is measured. Many solutions cover only part — a dialer, or reporting, or recording — and force you to stitch several tools together.
Pentacomm brings it all into one place: queue routing, an in-browser softphone for agents, wallboards and reports for supervisors, QA and compliant recording — managed from the same console as the rest of your telephony, with role-based access for admins, supervisors and agents.
Capabilities
Everything a modern call center needs
A complete contact-center suite, in the same platform as the phone system.
- Queues & agents — Queue routing with distribution strategies, agents with login / logout and states, priorities and overflow.
- In-browser softphone — A WebRTC softphone right in the browser, no plugins or desktop client — an agent needs just a tab and a headset.
- Live wallboard — A real-time board of calls waiting, agents available, wait times and abandon rate — on the team's screen.
- Supervisor & KPI reports — Metrics by queue, agent and interval, with history — for sizing and performance decisions.
- QA scoring — Call-quality evaluation against defined criteria, with per-agent history.
- Scheduled callbacks — Instead of waiting in queue, a caller can request a callback at a convenient time.
- Self-service portals — Dedicated consoles for agents and supervisors, separate from the admin console.
- GDPR-compliant recording — Per-tenant, encrypted recording with consent, opt-out, pause / mask and audit.
The bottom line
Queues, agents, wallboard, QA and compliant recording — in one platform you own, not five tools stitched together.
Frequently asked
Call center software
How much does call center software cost?
It depends on the number of agents and the capabilities enabled. Pentacomm uses modular licensing bound to the appliance — you enable the call center on top of the phone system as you need it. For a quote on your scenario, contact us for a proof-of-concept.
Do agents need to install anything?
No. The softphone is WebRTC and runs right in the browser — no plugins or desktop client. An agent needs a browser, a headset and their credentials.
Can I see what's happening in the call center in real time?
Yes. The live wallboard shows calls waiting, agents available, wait times and abandon rate, and supervisors have KPI reports with history.
Can it integrate with my existing phone system?
The Pentacomm call center is part of the same platform as the phone system (PBX), trunks and recording — not a separate tool to integrate. On the telephony side, everything is standard SIP.
Does it include recording and GDPR compliance?
Yes. Per-tenant recording is encrypted and comes with consent, opt-out, supervisor pause / mask and an audit log — GDPR compliance from the start.
How many agents does it support?
Capacity scales with the appliance sizing; profiles range from a few dozen agents to hundreds of simultaneous calls. We certify a target profile with a load test at proof-of-concept.
See the Pentacomm call center in action.
Talk to us about a proof-of-concept on your flows — queues, agents, wallboard and recording — or about early pilot access.
Contact us for early access