Services

Call center software and telephony, built and run for you

We build and host the technology your call center runs on. Lead generation, CRM and self-hosted telephony form one integrated platform, with control over your infrastructure, data access and integrations. Your team or staffing partner runs the campaigns.

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.

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.

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.

Foundation

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

Insights

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 & staged 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?

Managed and self-hosted diallers suit different operating needs. Before choosing, compare how costs change with usage, who maintains the platform, and how recordings are stored, accessed and deleted.

Self-hosted

Compare total cost at your team size

Costs include carrier usage, infrastructure, implementation and ongoing support; capacity needs grow with call volume
Recordings and customer data stay on infrastructure you control, which matters when you are the data controller
Control of the database and dialplan gives you flexibility to build and maintain integrations
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
Compare seat fees, call charges, storage, integrations and support against the full cost of self-hosting
Check the provider’s recording location, retention, export options and data-processing terms
Integrations are limited to whatever their API exposes

Our honest answer: The right deployment depends on call volume, team size, integrations, data requirements and operating capacity. A managed dialler can be quicker to launch. Self-hosting offers more infrastructure control, but its total cost includes engineering, maintenance and support. We compare both against your workload before recommending a platform.

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. We review your current platform and carrier contracts, build the replacement in parallel, and plan number porting and cutover with a tested rollback process. CRM migration is staged, and any expected service interruption is agreed in advance.

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.

The right deployment depends on call volume, team size, integrations, data requirements and operating capacity. A managed dialler can be quicker to launch. Self-hosting offers more infrastructure control, but its total cost includes engineering, maintenance and support. We compare both against your workload before recommending a platform.