BPOs and outsourcers
You sell seats and campaigns, so every per-agent licence comes straight out of your margin. We give you a stack you own, priced on infrastructure instead of headcount.
Services
Call center software and telephony, built and run for you
We don't run call centers. We build and host the platform yours runs on. Lead generation, CRM, and self-hosted telephony, delivered as one stack you own, with the visibility and control a per-seat cloud product can't give you.
Who this is for
Three kinds of operator end up on this page. If you are looking for a company to staff your campaigns, we are not it, but we build the systems the companies that do staff them run on.
In-house sales and support teams
Calling is one part of a larger business. We integrate telephony with the CRM your team already works in, so agents stop copying numbers between two systems.
Operators replacing a legacy PBX
You have an ageing on-prem system, a carrier contract you have outgrown, and a migration you cannot afford to get wrong. We plan the cutover and keep the old system warm for rollback.
Our packages
To make the platform easier to package and adopt, we split it into modules. Core covers the essential capabilities needed for live call center operations, and Visibility adds deeper reporting and insight on top of it.
Core
A solid operational base for inbound calling, outbound calling, or both.
- Support for inbound, outbound, or mixed environments
- CRM support
- An Asterisk server
- A hosted SIP trunk using Dinstar for Albania and Kosovo providers, or a managed SIP trunk integration with local or international providers
- Call recording and the supporting call recording infrastructure
- Live call monitoring features such as listen, barge, and related supervisor controls
- An internal chat platform, either hosted by us or managed by us under a subscription model
Visibility
Deeper reporting, better operational insight, and tighter integration between CRM and telephony events for management and supervisors.
- Call metrics and live call status
- Carrier, DID, and routing optimization visibility
- CRM metrics visualizations
- VoIP-aware CRM integrations
Delivery can be structured as an audit phase to assess your current stack, an implementation phase to build or migrate the solution, and an ongoing support phase for monitoring, optimization, and iteration. Where helpful, this can also be packaged into simpler commercial tiers such as Basic, Growth, and Enterprise, depending on the level of infrastructure, integration, automation, and support required.
What the platform covers
Lead Generation
- Low-latency site hosting
- Analytics
- Monitoring
- Reusable CRM integrations
- Lead quality control
- Lead delivery guarantees
- Funnel performance consultancy
CRM
- CRM implementation & zero-downtime migrations
- Smart integrations and automations
- CRM data hygiene
- Visualization dashboards
- VoIP-aware CRM integrations
- Agent tooling
Telephony
- Call recording
- Smart inbound automations
- Smart outbound automations
- Call metrics and live call status
- Live call monitoring for supervisors
- Internal chat platform
- VoIP usage monitoring
- Carrier, DID, and routing optimization
- Secure work-from-home infrastructure
- Self-hosted SIP server
Security & Governance
- Access control and identity
- Data protection and auditability
AI Capabilities
- Call transcription
- Call summarization
- Objection detection
- Lead intent scoring
- Automated QA for call review workflows
Onboarding & Training
- Technical documentation
- Operator training
- Administrator training
- Handover processes
- Post-launch support during stabilization
The telephony stack, concretely
No black boxes. This is the software we actually deploy and the things it does, so you can compare it against whatever you are running today.
Switching & routing
- Asterisk PBX, with FreePBX where a GUI helps
- Skills-based queue routing and IVR
- Time conditions, holiday rules, and overflow
- DID mapping and inbound number management
- Carrier failover and least-cost routing
Trunks & carriers
- Hosted SIP trunking via Dinstar for Albania and Kosovo
- Managed integration with your existing local or international carrier
- Per-DID and per-route cost visibility
- VoIP usage monitoring and anomaly alerts
Agent experience
- WebRTC softphone in the browser, no desk hardware required
- Secure work-from-home access without exposing the PBX
- Click-to-call and screen pop from inside the CRM
- Internal chat platform, hosted by us or managed under subscription
Recording, monitoring & QA
- Full call recording with configurable retention and deletion
- Live listen, whisper, and barge for supervisors
- Live queue, agent-status, and abandon-rate boards
- AI transcription, summarization, and automated QA scoring
Self-hosted or cloud dialler?
Most operators arrive asking for a cloud dialler and leave running their own stack. It is worth understanding why before you sign anything, because the decision is mostly about cost curve and who is accountable for the recordings.
Self-hosted
Usually cheaper past ~20 agents- You pay for carrier minutes and infrastructure, with no per-seat licence, so cost stops tracking headcount
- Recordings and customer data stay on infrastructure you control, which matters when you are the data controller
- Any integration is possible, because you own the database and the dialplan
- You carry patching, monitoring, and uptime. In practice we run that for you under support
Cloud dialler
Fastest to start- Live in days with no infrastructure to build or maintain
- Cost scales linearly with seats, which is why it usually overtakes self-hosting past roughly 20 to 30 agents
- Recordings live with the vendor, so GDPR obligations are shared and exports are on their terms
- Integrations are limited to whatever their API exposes
Our honest answer: below roughly 20 agents, or for a short campaign you may not renew, a cloud dialler usually wins on speed and we will tell you so. Above that, or anywhere the recordings contain personal data you are accountable for, self-hosting wins on both cost and control, and the gap widens every seat you add.
Questions, answered
No. Alpine Edge is a technology provider, not a BPO. We build, host, and run the platform (telephony, dialler, CRM, recording, and reporting) while your own team or your outsourcing partner staffs the campaigns.
Yes. Migrations run in phases: an audit of the current stack and carrier contracts, a parallel build, number and DID porting, then a cutover window with the old system kept warm for rollback. CRM data is migrated without downtime.
Call recordings are personal data. We keep them on infrastructure you control, with configurable retention and deletion, encryption at rest, role-based access to playback, and an audit log of who listened to which recording. Consent announcements can be enforced at the IVR level before the call connects.
A single well-specified Asterisk node comfortably handles a few hundred concurrent calls. Beyond that we scale horizontally and place carriers behind least-cost routing with failover. Exact sizing comes out of the audit phase, based on your concurrency peaks rather than your headcount.
Technical documentation, operator and administrator training, a documented handover, and post-launch support through stabilization. We stay on the tooling after go-live rather than handing over a system nobody on your side knows how to run.
Trusted by teams across hospitality, retail & healthcare
