Customer Service Call Center Solution Quick, within minutes.

Introduce

GTG CRM's Call Center is a professional customer service call center solution that integrates directly into the CRM system. With the Call Center, businesses can make outbound calls and receive inbound calls directly within the system, while managing customer information centrally and efficiently.

Why is a Call Center with integrated CRM necessary?

Integrating a Call Center into a CRM offers many benefits:

• Customer information is right at your fingertips: When a call comes in, the agent immediately sees the interaction history.
• Save time: No need to switch between multiple applications.
• Improve service quality: Personalize conversations based on data.
• Centralized management: Every call is recorded and tracked.

Featured

1. Connect your Twilio Voice account.

GTG CRM integrates with Voice Twilio – a leading voice call platform – enabling calls over the internet.

How to connect:

Access the Communication Channel and find the Voice Twilio connection section:

Click the Connect button to begin:

Fill in your account information:

• CLS ID: Voice Twilio account identifier
• Authentic Token: Authentication Token

Select the phone number registered with Voice Twilio:

2. Agent Status Management

Once connected, the agent can manage its state:

Online Status:

• It is possible to receive incoming calls.
• Outgoing calls can be made.

Offline Status:

• Did not receive the call.
• Unable to make outgoing calls.

3. Outbound Calls

Make calls to customers directly from your CRM:

Step 1: Go to the Contacts list

Step 2: Select customers with phone numbers.

Step 3: Press the Call button

Step 4: Wait for the customer to answer the phone and chat.

Step 5: End the call when finished.

4. Inbound Calls

When customers call your hotline:

Incoming call notification pop-up:

Choose to reply or decline:

5. Handling New Customers

When you receive a call from a phone number not in the system:

Create new contacts during a call:

The agent can ask for and enter the following information:

• E-mail
• Full name
• Job title
• Status

Create a task to track:

New contacts were created automatically:

6. Handling Existing Customers

When a customer already in the CRM calls:

Display customer information:

See contact details during the call:

7. Automation Workflow

Call centers operate based on an automation workflow :

Incoming call processing flow:

Check Agent Available:

8. Skill-based Routing

Calls are assigned to the appropriate agent based on skills:

Setting up skills in Workspace:

Configure skills for the Agent:

How it works:

1. Call to the system
2. Workflow for checking call type (Incoming/Outgoing)
3. Find an agent with the right skills.
4. Check if the agent is online.
5. Route the call to the appropriate agent.

Business Benefits

Technical Requirements

To use a Call Center, you need:

• Voice Twilio account with CLS ID and Token
• The phone number is registered with Voice Twilio.
• Stable internet connection
• Headphones with a microphone (recommended)

Conclude

GTG CRM's Call Center helps businesses:

• Professional customer service via telephone.
• Centralized customer information management
• Automate the call scheduling process.
• Improving service quality and customer experience.

Start setting up a call center for your business today!