Contact Center CRM
Customer context, built for the pace of a contact center.
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
Overview
What Contact Center CRM does
Contact Center CRM keeps the customer record close to the interaction. Agents see identity, history, open cases and previous outcomes in one place, without navigating an enterprise sales platform built for a different job.
It is deliberately complementary: if you already run Salesforce, Dynamics or an in-house CRM, use the connector layer instead and keep your system of record where it is.
- Unified customer record
- Interaction timeline
- Case and follow-up tracking
Key Benefits
Why operations adopt it
Context before the greeting
The record opens with the interaction so the agent starts informed.
Nothing gets dropped
Follow-ups, commitments and callbacks are tracked as cases with owners and due dates.
Complementary, not competing
Use it standalone, or connect an existing CRM and let it remain the system of record.
Capabilities
Capabilities
Configured by your own administrators — not hard-coded into the application.
Customer and contact records
Configurable fields, identifiers and custom attributes per organisation.
Interaction timeline
Calls, digital conversations, tickets and notes on a single chronological view.
Case management
Open, assign, escalate and close cases with status, priority and resolution notes.
Disposition capture
Structured outcome codes per interaction, reportable across campaigns and teams.
Duplicate handling
Identify and merge duplicate contact records without losing interaction history.
Connector-first design
Read and write customer data from an existing CRM through the connector layer.
Use Cases
Where it is used
Operations with no CRM
Give a contact center customer context without buying an enterprise sales platform.
CRM too heavy for the floor
Keep the corporate CRM as the system of record and give agents a fast operational view.
Integrations
Connects with
Integration availability is confirmed for your environment before any commitment is made.
Read and write customer records so Salesforce remains your system of record.
Customer and case synchronisation with Dynamics.
Contact and activity synchronisation with HubSpot.
Exchange tickets and conversation context with an existing Zendesk instance.
Every application exposes a documented REST API for reading and writing its own data.
Subscribe to events and receive signed outbound calls when something changes.
Federated sign-in against your corporate identity provider.
Architecture
How it is built
This application runs as a multi-tenant SaaS product with its own data isolation, role model and API. It can operate entirely on its own, or exchange data with your existing systems through the connector layer.
Multi-tenant isolation
Each customer operates inside an isolated organisational environment. Data, users, configuration and reporting are scoped to a tenant at the application layer.
Role-based access control
Permissions are granted by role, and roles are scoped to the tenant, team and function that requires them.
API authentication and scoping
Integrations authenticate with issued credentials limited to specific endpoints and data, and can be revoked independently.
In development
Tell us what you need from it
This application is in development. Ask to be notified when it becomes available, or tell us what your operation needs from it.
An honest note
We do not publish demos or screenshots of applications that are still in development. If timing matters to your decision, ask us for the roadmap position directly.
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