CONFIDENTIAL PROJECT

Insurance ERP with WebRTC Contact Center

An integrated insurance platform combining customer, agent and administration workflows with WebRTC calling, Asterisk telephony, DID management, appointment scheduling and AI-enabled communication.

NestJSNext.jsOpenAITwilioWebRTCAsteriskDID managementPostgreSQL

Confidential client names are omitted. Interfaces are representative product UIs and architecture from systems designed in this practice.

Insurance CRM with WebRTC softphone connected to Asterisk routing

Project overview

Insurance operations were split across a CRM, a phone system and a calendar. The platform joined customer, agent and admin roles to one calling path.

Business challenge

Agents lose context when the phone is a separate app. Supervisors cannot see which policy a live call belongs to. DIDs and appointments drift from the book of business.

Solution architecture

Next.js/NestJS ERP for customers, agents and admin. Asterisk for SIP and DID. WebRTC softphone in the same screen as the record. Optional AI assist on wrap-up — never as the owner of the call.

Three role consoles share one telephony spine. Click-to-call and inbound screen-pop use the same identity service.

Insurance ERP with WebRTC Contact Center
Insurance dashboardCustomer · Agent · Admin
WebRTC softphoneIn-app calling
AsteriskDID · IVR · queues
AppointmentsCalendar
The phone is a panel in the ERP, not a second product.

Technology stack

NestJSNext.jsOpenAITwilioWebRTCAsteriskDID managementPostgreSQL

Key features

Role-based consoles

Customer, agent and admin see different worklists.

In-app WebRTC

Hold, mute, transfer next to the policy.

DID + IVR

Published numbers map to campaigns or teams.

Appointments

Call outcome writes back to the schedule.

My role

Domain architectureCRM data modelWebRTC softphoneAsterisk routingAppointmentsAI assist

Implementation

Confidential book-of-business. Representative UI and architecture only. Stack matches documented NestJS, Next.js, WebRTC, Asterisk and DID work.

Results / capabilities

  • One login for CRM and calling
  • Screen-pop on inbound DID
  • Appointments tied to call outcomes

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