CRM
Manage contacts, track leads, and keep a complete customer history tied to your call activity.
The built-in CRM gives your team a single place to store customer information, track lead progress, and see the full call history for every contact. Because it lives inside VoiceCenter, every inbound and outbound call is automatically linked to the right record.
CRM Modules
| Module | Description |
|---|---|
| Contacts | Store and search customer records with full call history |
| Leads | Track sales opportunities through pipeline stages |
Why a Built-In CRM?
Most contact centers rely on a separate CRM that requires manual data entry or complex integrations. VoiceCenter includes contact and lead management directly in the platform so that:
- Call context is automatic. When a call comes in, agents see the caller's record immediately.
- No duplicate data entry. Call logs, recordings, and notes attach to the contact without extra steps.
- Pipeline visibility. Managers can track lead conversion alongside call metrics in one dashboard.
How CRM Data Connects to Calls
- A call arrives and the system matches the caller number to an existing contact.
- The agent sees the contact card with previous interactions, notes, and lead stage.
- After the call, a log entry is added to the contact's history automatically.
- If no contact exists, the agent can create one directly from the call screen.
CRM features are currently in preview. The core contact and lead modules are functional, while deeper integrations such as task automation and third-party CRM sync are on the roadmap.
Data Scope
CRM data is fully tenant-scoped. Each client company sees only its own contacts and leads. Provider administrators do not access client CRM data.