WebRTC agent workspace: call center softphone in the browser

Why contact centers move agents to WebRTC: no per-PC SIP installs, faster onboarding, ready/pause states and queue offers in one tab. How Wivoxa’s desk works.

Softphone sprawl is an IT tax

Installing and updating desktop softphones on every agent laptop breaks during remote hiring and OS upgrades. WebRTC moves the phone into Chrome/Edge: headset check, register, take queue calls.

What agents need in one screen

Ready / pause (including pause-after-call)
Incoming queue offer with answer/decline
Blind and attended transfer
Missed-call list and team chat
Optional auto-answer for high-volume queues

Supervisors still need native control

Browser agents only work if supervisors can see statuses live, force pause, and listen/whisper/barge without a second tool. Wivoxa’s wallboard and supervise modes attach to the same calls agents see in the desk.

Desk phones still welcome

WebRTC is not mandatory. SIP desk phones and smartphones register as usual; the platform treats them as extensions in the same queues and routes.

Wivoxa — self-hosted PBX and contact center