In the modern business world, where customer experience determines the survival of a business, the call center is not only a communication channel but also 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 care process fragmented, ineffective and costly.

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

What is Zendesk Talk?

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

Instead of having to open multiple windows to find information, customer service staff only need to look at one interface most importantly, you can get a complete picture of your customers: who they are, where they have been contacted, what requests or orders are pending.

Zendesk Talk’s philosophy is clear:

“A call is not just a conversation, it is a touchpoint of the entire customer journey.”

Therefore, Zendesk Talk is not simply a switchboard but a bridge of data and emotions between the brand and users.

Outstanding feature: When the switchboard and CRM “speak the same language”

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

When a call comes in, the system automatically pops up the customer profile with ticket history, email, notes, or previous orders, all right on the operation screen.

No need to manually look up, no need to switch tabs. Agents just listen and process.

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

Outstanding features include:

• Instant customer history display: Data is pulled directly from CRM, giving agents full context when receiving calls.
• Multi-channel synchronization: Calls, emails, tickets, and chats are all consolidated, helping businesses understand customers at a 360° level.
• Speed up processing & Reduce errors: By eliminating manual operations, employees can respond faster and more accurately.
• Maintain consistency: All information is updated automatically between departments, reducing the risk of data errors.

According to the According to Zendesk’s consolidated reporting and independent analytics platforms, data integration between call centers and CRM helps businesses:

• Increase first-time resolution (FCR)
• Reduce average handle time (AHT)
• Significantly improve customer satisfaction (CSAT)

Zendesk has highlighted a new direction for growth:

“Call center integration is just the starting point - the future lies in combining AI and CRM data to predict customer needs before they speak.”

Why Call Center CRM integration is a strategic step for SMEs

Imagine a familiar situation:

A customer calls to ask about the order status, but the staff cannot find the information, has to ask for the phone number again, check the email and then transfer the phone to someone else. Result: customers wait 5 minutes, staff stressed, experience decreased.

This is the "bottleneck" that Call Center integrated CRM completely solved:

• Reduce time to search for information: When customers call, customer profiles are displayed immediately on the screen including contact history, notes, invoices and previous processing status.
• Do not miss any calls: All inbound/outbound calls are recorded, helping businesses measure response rates and productivity of each operator.
• Smart allocation: Calls are routed to the right person in charge or priority queue, reducing the situation of transferring the phone around.
• Increase professionalism: Staff are always proactive, customers feel listened to and served consistently no matter when they call.

GTG CRM Call Center – When the switchboard becomes the customer operation center

GTG CRM takes the concept “smart switchboard” to a new level by integrating the Call Center directly into CRM, without installing external software.

Outstanding features enable

• 2-way voice calls (Inbound/Outbound): Connect hotline numbers directly on the platform, allowing to make and receive calls right in CRM.
• Display customer information instantly: When a call comes in, the system displays the name, contact history, purchased products, order status or support ticket.
• Smart call center allocation: Calls are automatically transferred to the correct staff in charge or priority queue, avoiding missing customers .
• Integrate hotline numbers directly into CRM: Manage customers and contact history in a single interface, eliminating switching between multiple applications work.

Why GTG CRM Call Center is worth choosing

Save costs and time: No need to invest in a separate switchboard or complicated installation.

Increase customer service team productivity: Employees do not need to switch platforms to look up customers, all operations are right in GTG CRM.

Improve customer experience: Each call becomes an opportunity to personalize support and increase satisfaction.

Centralized management: All data, from customers to calls and support tickets, is in the same platform.

Conclusion

In an era where "one second of waiting is a lost customer", businesses cannot let the switchboard and CRM operate separately discrete.

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

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

GTG CRM helps Vietnamese businesses achieve that, with a Call Center integrating AI and CRM, providing the ability to call fast - grasp data instantly - serve consistently, all in the same platform.