Insurance agencies
Run agents, leads, quotes and calls from one operations login.
Problems we solve
Teams that run this job on disconnected tools typically hit:
- Leads passed manually between agents and spreadsheets
- Customer data split across CRM, email and telephony
- Agents alt-tab to a separate phone or softphone app
- Missed follow-ups after inbound quote requests
- Limited visibility into agent activity and call outcomes
- Repeated data entry between quote flow and CRM
- Hard to monitor distributed or work-from-home agents
- Weak lead-to-policy conversion tracking
One platform: Lead → assignment → agent → customer context → WebRTC call → follow-up → conversion → reporting
Insurance CRM & ERP
- Lead capture from public quote paths
- Lead assignment and distribution rules
- Lead status, history and source tracking
- Agent and DSA hierarchy with RBAC
- Customer profiles and interaction history
- Questionnaire catalog by product category
- Aggregator product and quote API adapters
- SuperAdmin catalog (tenants, carriers, trunks, DIDs)
Integrated contact center
- WebRTC softphone in the agent desk
- Click-to-dial from the work queue
- Asterisk peers, trunks and CDR in-admin
- Carrier objects (Twilio, Telnyx, SIP trunks)
- PBX monitoring and live-call visibility
- Call history tied to the same user as the lead
- Recording and transcription toggles per carrier
Browser-based calling with WebRTC
Agents make and receive calls from the same browser session as the queue and customer record — no separate desktop phone required for many deployments.
- Faster onboarding for remote agents
- Call history next to lead and quote context
- Hybrid teams without shipping hard phones
- Centralized monitoring for supervisors
- Same identity for ERP login and extension
Powered by SIP/WebRTC to your Asterisk core, with BYOC, your own SIP trunks, or CPaaS (Twilio, Telnyx, Sinch) configured in admin.
Platform architecture
flowchart TB
subgraph erp [Insurance ERP / CRM]
L[Lead management]
A[Agent / DSA tenancy]
C[Customer records]
Q[Quote questionnaires]
end
erp --> API[NestJS API · PostgreSQL]
API --> CC[Contact center plane]
CC --> W[WebRTC agent desk]
CC --> AST[Asterisk SIP / CDR]
AST --> CAR[BYOC · SIP trunks · Twilio / Telnyx / Sinch]
Proven case study
This product is a productized delivery of the documented engineering case study — evidence stays on this page so you do not have to guess what was shipped.
- Public quote path and SuperAdmin catalog (case study capture)
- DSA vs Agency tenant types with role-scoped users
- Agent work queue with Dial and in-app WebRTC softphone
- PBX dashboard: peers, trunks, DIDs, live calls
- Documented SuperAdmin and agent walkthrough videos
Full case study with video and FAQ →
Configure this scope & send RFQ →
Built for
Brokers
Connect sales workflows with integrated calling and customer records.
DSAs
Hierarchy, lead allocation and isolated tenant data.
Distributed sales teams
Remote agents on WebRTC without a separate phone app.
Integrated vs fragmented stack
| Traditional setup | This product direction |
|---|---|
| Separate CRM and dialer | CRM rows and call controls share one user and lead id |
| Manual lead assignment | Workflow from public quote into agent queue |
| Call reports in a PBX portal | CDR and activity visible next to policies and leads |
| Multiple agent tools | Single signed-in desk for queue, dial and follow-up |
Outcomes
Built to reduce operational fragmentation by unifying customer management, insurance quote workflows and communications on one platform. Lab captures in the case study are evidence of shipped screens — not a published customer SLA.
Deployment & carriers
- Managed VPS — operate on your cloud account with runbooks.
- Your cloud — AWS/GCP/Azure; you own the account.
- On-premises — regulated or air-gapped cores (quote adjusted).
- BYOC / own SIP — your carrier contract or trunks on the PBX we deploy.
- Twilio / Telnyx / Sinch — CPaaS pass-through shown in the estimator (planning only).
Estimates are scope-based planning figures — not binding quotes. Taxes, carrier deposits, DIDs and third-party AI usage are scoped in discovery.
Related on UnifiedPBX.in
Frequently asked questions
What is insurance ERP software in this product?
An operations layer for agencies and DSAs: tenants, users, catalog, quotes, leads and telephony admin on PostgreSQL — software for distribution, not an insurer.
Can this work as an insurance CRM?
Yes. Leads, customers, assignment, follow-ups and call history are first-class objects beside quote questionnaires.
Can agents call from the browser?
Yes. The documented build includes a WebRTC softphone panel tied to the same agent login and work queue.
Can we use our existing SIP provider?
Yes. BYOC and register-your-own-trunk paths are supported; the estimator includes integration scope.
Twilio or Telnyx instead of our PBX?
CPaaS carriers can be configured as admin objects; pass-through is indicative in the estimator.
Multi-agency or multi-tenant?
Tenant isolation for DSA vs Agency is part of the case study architecture.
Can administrators monitor agent activity?
SuperAdmin PBX monitoring shows peers, trunks and live calls; the agent desk shows queue and presence.
Does it support call recording?
Carrier forms include recording toggles; recording policy is scoped per deployment.
Deploy on our cloud or on-premises?
Managed VPS, your AWS/GCP/Azure account, or on-prem PBX cores — selectable in the quote builder.
Can you integrate our existing CRM?
Discovery scopes API adapters; the RFQ captures your stack and integration points.