Customer Service Call Center Solution Fast, in minutes

Call Center in GTG CRM is a professional customer care switchboard solution, integrated directly into the CRM system. Agents make outbound calls and receive inbound calls directly within GTG CRM – no need to switch applications, no missed customer information.

Why Integrate Call Center with CRM?

Benefit	Description
Customer Information at Your Fingertips	When a call comes in, agents immediately see the interaction history
Save Time	No need to switch between multiple applications
Improve Service Quality	Personalize conversations based on CRM data
Centralized Management	All calls are automatically logged and tracked
Transparent Billing	Pay only for actual seconds used

Outstanding Features

1. Twilio Voice Connection

GTG CRM integrates with Twilio Voice – a leading Voice Call platform, allowing calls over the internet from any browser-enabled device.

Connection Information: - CLS ID - Your Twilio Voice account identifier - Authentic Token - Authentication token from Twilio

After connecting, select a registered phone number to use as your hotline.

2. Agent Status Management

Status	Receive Calls	Make Calls
Online	✅	✅
Offline	❌	❌

Agents can proactively switch their status via the avatar in the top-right corner – ensuring calls only come in when they are ready.

3. Outbound Calls

Call directly from the contact detail page: 1. Open the contact page with a phone number 2. Click the Call button (phone icon) 3. The system connects — wait for the customer to answer 4. During the call: view information, notes, interaction history 5. Click End when finished

All calls are automatically logged in the contact's timeline within the CRM.

4. Inbound Calls

When a customer calls the hotline: - A notification pop-up appears immediately - Displays customer information (if the number is already in CRM) or the phone number (if it's a new customer) - 2 options: Answer (green button) or Reject (red button)

5. Handling New Customers

When receiving a call from a number not yet in the system: - Create a new contact right within the call (no need to wait until it ends) - Fill in details: email, full name, title, lead status - Create a follow-up Task to remind you later - The new contact is automatically saved to the CRM upon call completion

6. Handling Existing Customers

When a customer already in CRM calls: - Customer information is displayed immediately – no need to search - View purchase history, orders, and notes during the call - Personalize: "Hello Mr. Minh, your order #1234 is being processed..."

7. Automation Workflow

Call Center integrates with Automation Workflow to automatically assign calls:

Incoming call
    ↓
Check type (Incoming/Outgoing)
    ↓
Find agent with suitable skills
    ↓
Check if agent is Online
    ↓
Route call to agent

8. Skill-based Routing

Calls are routed to the correct agent based on configured skills: - Sales - handles sales calls - Support - technical assistance - Billing - payment issues

Configure skills in Settings → Workspace → Agent Skills.

Voice Call Credit Billing

Pay Per Actual Second

From May 2026 onwards, all Voice calls will be billed per actual second – no more rounding up to whole minutes like traditional systems.

Metric	Value
Credit per second	5 credits/second
Equivalent per minute	~300 credits/minute
Unit of measurement	Second
Billing time	From connection to hang-up

Reserve & Finalize Mechanism

The system protects your account in 2 steps:

Step	Time	Action
Reserve	When the call starts	Temporarily hold estimated maximum credit
Finalize	When the call ends	Deduct credit only for actual seconds, refund any excess

Practical Example: - Call starts → system reserves 1,500 credits (for a 5-minute buffer) - Actual talk time is 2 minutes 15 seconds = 135 seconds - Actual deduction: 135 × 5 = 675 credits - Refund: 1,500 − 675 = 825 credits

You will never be charged more than the actual call duration.

Check Credit Before Calling

The system automatically checks credit before initiating a call. If the credit is insufficient for at least 1 minute of calling, a warning will be displayed, and you'll be prompted to top up.

SMS Credit Billing

Outbound SMS now has its own credit operation:

Type	Credit
Outbound SMS	150 credits/message
Voice Call	5 credits/second

This clear separation makes it easy to track costs for each communication channel.

Technical Requirements

Requirement	Details
Twilio Account	CLS ID + Authentic Token
Phone Number	Registered with Twilio Voice
Internet Connection	Stable, minimum bandwidth of 500Kbps/direction
Device	Headset with microphone (recommended)
Browser	Latest versions of Chrome, Edge, Firefox

Summary

Call Center in GTG CRM helps businesses:

• Provide professional customer care directly within CRM
• View complete 360° customer information when receiving calls
• Automatically assign calls based on agent skills
• Only pay credit for actual seconds used – transparent and waste-free
• Automatically log all calls into the CRM