Feature Introduction
Is your customer support team forced to open a separate call center software, scribble down phone numbers, and then manually enter each call back into the CRM? When a regular customer calls, do your staff still have to ask "What's your name, which order was it?" because their information is stored elsewhere? At the end of the month, when the boss wants to know how many calls were made, how many were missed, and who took the most calls — no one can provide an answer.
That ends today. GTG CRM brings the entire call center into the same system: you can get a toll-free number directly within the software, make and receive calls right in your browser (no installation needed, no desk phone required), make internal calls between team members, host multi-party conferences, record calls, and automatically generate transcripts segmented by speaker. Each call is automatically logged to the customer's 360° profile.
Problems Businesses Are Facing
| Old Method | Consequences |
|---|---|
| Using a separate call center/calling software from the CRM | Staff have to switch between 2-3 applications, easily missing information |
| Needing a toll-free number requires registering with carriers and technical configuration | A major barrier for small businesses, taking days to get started |
| Manually entering call history into the CRM | Time-consuming, incomplete and inaccurate data |
| No recordings or fragmented recordings without text content | Cannot be reviewed, staff cannot be trained, prone to disputes |
| No call reports | Management doesn't know call volume, missed call rate, or individual performance |
GTG CRM consolidates everything into a single data source: phone numbers, calls, recordings, transcripts, and reports are all located alongside customer profiles.
Highlights
1. Get a Toll-Free Number Right in GTG CRM
No need for a voice provider account or technical knowledge. Simply select country → choose number → confirm, and GTG CRM handles all the backend technical aspects. Costs are transparently converted to credits.
- Get a working number immediately for many countries — no waiting for external registration procedures.
- Number lifecycle management: renew, suspend (while holding the number), reconnect to the old number, or discontinue when not in use — you always control costs.
- Already have your own number? Advanced options are available to connect your existing phone numbers.
ℹ️ Some countries require identity verification (KYC) once before issuing a number (see section 6). Vietnam (+84) numbers are currently issued as international numbers.
2. Make & Receive Calls Directly in Your Browser — With a Dialpad
The entire call center is integrated into your browser. Use the dialpad for quick dialing, or click the call button directly on a customer's profile. When a call comes in, a notification appears with caller information for you to Answer or Reject.
- No installation, no desk phone — just a browser and a headset with a microphone.
- See customer information immediately on incoming calls: if the number is in the CRM, you'll see their name and history; if it's a new customer, you can create a contact on the fly.
- Take notes and create tasks while talking — without leaving the screen.
3. Internal Calls Between Team Members
Need to quickly ask a colleague a question? Open the Internal Calls tab, select a team member (grouped by job title), and call them directly in the browser — no extra call charges. Online / Busy / Offline status is displayed in real-time so you know who's available.
- Quick internal communication, no need for each other's phone numbers.
- Internal call costs are lower than external calls.
4. Multi-Party Conferences — Add Participants Mid-Call
On a call and need to bring in a manager or the technical department? Click "Add Participant" to invite more team members to the conference call — the ongoing call is not interrupted, and no one gets dropped.
- Handle situations requiring multiple departments (sales + tech + customer).
- The entire conference call will still be recorded and transcribed as usual.
5. Call Recordings & Speaker-Separated Transcripts
Enable recording to save entire calls, and turn on Voice-to-Text to automatically generate transcripts — displayed like a conversation with clear speaker identification, in chronological order.
- Replay at any time; recordings are securely stored on GTG's infrastructure.
- Read instead of listen: text-based transcripts allow for quick searching and lookup, supporting Vietnamese.
- Easy training & dispute resolution with complete call evidence.
ℹ️ Call recording and Voice-to-Text are optional toggles for each workspace (in Call Settings). You have full control over whether to record calls.
6. KYC Verification for Numbers in Regulated Countries
For countries requiring identification, GTG CRM guides you through a one-time identity verification (KYC) submission directly within the software. Numbers are issued only after your application is approved — no fees are charged before approval, ensuring transparency and security.
- You don't have to deal with agencies or carriers directly — the process is digitized and streamlined within the CRM.
- Application status ("pending" / "approved" / "rejected") is clearly displayed.
7. Call Log, Dashboard & 360° Customer Timeline
All calls are automatically logged in the Call Log (searchable, filterable by call direction, agent, missed calls, including costs and a playback button) and appear on the Dashboard (call volume, missed call rate, total minutes, total cost, per-agent statistics). Calls also appear directly on the relevant customer's 360° timeline.
- Management gets a bird's-eye view; team leads monitor individual performance.
- Agents see the complete customer interaction history as soon as they open a profile.
Transparent Pricing — Billed Per Second
Calls are billed per actual second, not rounded up to the minute like traditional phone systems — you don't pay for unused time.
| Call Type | Billing Method |
|---|---|
| Outgoing/Incoming Calls to Customers | 5 credits/second |
| Internal Calls Between Members | 3 credits/second (cheaper) |
| Billing Period | From connection to hang-up |
The system holds credits at the start and only deducts the exact actual seconds used at the end, refunding any excess — you will never be charged more than the actual call duration. Before each call, GTG CRM automatically checks your credit balance; if insufficient, the system provides advance notice and suggests a top-up.
ℹ️ The cost of renting a toll-free number (monthly packages, paid with credits) is billed separately from call charges and is always clearly displayed before you confirm.
Benefits for Your Business
| Feature | Actual Benefits for You |
|---|---|
| Get a number & call within CRM | Start phone customer support in minutes, with no technical barriers |
| Browser-based calls + dialpad | Your entire team can work from anywhere, needing only a browser and headset |
| Internal calls | Fast internal coordination, cost savings |
| Conferences & adding participants mid-call | Handle complex situations requiring multiple departments to participate |
| Recordings + speaker-separated transcripts | Easy lookup, training, and clear evidence when needed |
| Log + Dashboard + 360° | Make data-driven decisions, never miss a customer |
| Per-second billing + credit check | Transparent costs, no waste |
Who Is It For?
- SMB Business Owners who want a professional call center without investing in physical hardware.
- Telesales Teams who need to make calls quickly and log them thoroughly in the CRM.
- Customer Support & Service Departments who need to see customer history immediately upon receiving a call.
- Team Leads / Managers who need reports on call volume, missed call rates, and agent performance.
How to Get Started?
Navigate to the Call Center module in GTG CRM, open the Connections tab to get a toll-free number (or connect your existing one), enable Call Settings if you wish to record calls, and then start dialing. Detailed steps can be found in the article "How to Use Call Center on GTG CRM".
Try for Free — no credit card required.
