In the modern business world, where customer experience determines the survival of a business, a call center is not just a communication channel but the heart of customer service.

However, in many small and medium-sized enterprises, the call center still operates separately from the CRM system, making the customer service process fragmented, inefficient, and costly.

That's why the "Call Center integrated with CRM" model is becoming an inevitable trend globally, with clear evidence from platforms like Zendesk Talk, HubSpot Service Hub, and domestic solutions like Base Call and CloudFone.

What is Zendesk Talk?

Launched as part of the Zendesk CRM ecosystem, Zendesk Talk is a modern call center solution that allows businesses to integrate all customer communication channels—from calls and emails to support tickets—on a single platform.

Zendesk Talk, a modern call center solution.

Instead of having to open multiple windows to find information, customer service representatives can look at a single interface to get a complete picture of the customer: who they are, how they have contacted them before, and what requests or orders are pending.

Zendesk Talk's philosophy is clear:

"A phone call is not just a conversation, it's a touchpoint in the entire customer journey."

As a result, Zendesk Talk is not simply a call center, but a bridge of data and emotion between brands and users.

Key feature: When call centers and CRMs "speak the same language"

Zendesk Talk's greatest strength lies in its ability to display all customer data as soon as the phone rings.

When a call comes in, the system automatically displays the customer profile along with their ticket history, emails, notes, or previous orders, all directly on the operator's screen.

No manual lookup, no tab switching. Agents just need to listen and process.

That's the power of "real-time information synchronization" that Zendesk Talk offers.

Key features include:

• Instantly view customer history: Data is retrieved directly from the CRM, giving call center agents full context when receiving calls.
• Multi-channel synchronization: Calls, emails, tickets, and chat are all integrated, helping businesses understand their customers at a 360° level.
• Speed up processing and reduce errors: By eliminating manual operations, employees can respond more quickly and accurately.
• Maintaining consistency: Information is automatically updated between departments, reducing the risk of data discrepancies.

Zendesk Talk call interface

According to aggregated reports from Zendesk and independent analytics platforms, data integration between call centers and CRM helps businesses:

• Increase the first-time resolution rate (FCR).
• Reduce average processing time (AHT)
• Significantly improved customer satisfaction (CSAT)

Zendesk has highlighted a new direction for development:

"Integrating call centers is just the beginning – the future lies in combining AI and CRM data to predict customer needs before they even speak."

Why integrating CRM into a Call Center is a strategic step for SMEs

Imagine a familiar situation:

A customer called to inquire about the status of their order, but the staff couldn't find the information. They had to ask for the phone number again, check the email, and then transfer the call to someone else. The result: the customer waited 5 minutes, the staff became stressed, and the customer experience was negatively impacted.

This is the "bottleneck" that CRM-integrated Call Centers completely resolve:

• Reduced information search time: When a customer calls, their profile is displayed directly on the screen, including contact history, notes, invoices, and previous processing status.
• No calls are missed: All inbound and outbound calls are recorded, helping businesses measure response rates and the productivity of each call center agent.
• Intelligent call allocation: Calls are routed to the correct person or priority queue, reducing call transfers.
• Increased professionalism: Staff are always proactive, and customers feel heard and consistently served regardless of when they call.

GTG CRM Call Center – When the call center becomes the customer operations center.

GTG CRM takes the concept of "smart call center" to a new level by integrating the Call Center directly into the CRM, eliminating the need for external software installation.

Key features

• Two-way voice calls (Inbound/Outbound): Connect hotline numbers directly on the platform, allowing you to make and receive calls right within the CRM.
• Instantly display customer information: When a call comes in, the system displays the caller's name, contact history, purchased products, order status, or support ticket.
• Intelligent agent allocation: Calls are automatically transferred to the correct agent or priority queue, preventing customers from being overlooked.
• Integrate your hotline directly into your CRM: Manage customers and contact history in a single interface, eliminating the need to switch between multiple work applications.

Customer interface for calling the Call Center in GTG CRM.

Why GTG CRM Call Center deserves to be your choice.

Saves costs and time: No need to invest in a separate PBX system or perform complex installations.

Increase customer service team productivity: Employees don't need to switch platforms to look up customers; all operations are done directly within GTG CRM.

Enhance the customer experience: Every call becomes an opportunity to personalize support and increase satisfaction.

Centralized management: All data, from customers to call and support tickets, resides on a single platform.

Conclude

In an era where "every second of waiting means a lost customer," businesses cannot afford to let their call center and CRM systems operate in isolation.

From the lessons learned from Zendesk Talk to GTG CRM Call Center, we can clearly see that:

Speed, data, and experience are the three core elements of modern customer service.

GTG CRM helps Vietnamese businesses achieve this, with an AI-integrated Call Center and CRM, providing the ability to make calls quickly, access data instantly, and deliver consistent service, all on a single platform.