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Call Center CRM Software

Pipedrive’s call center CRM software automatically records and logs calls, stores contact information and updates lead positions in your sales funnel while your team focuses on the art of conversation.

What is a call center CRM?

A call center customer relationship management system, or call center CRM, boosts productivity and empowers your team to provide a next-level customer experience. Give your team the tools to master sales calls with easy-access contact history and detailed insights.

Make and receive calls within your CRM

Use the built-in call tracking and insights tool and powerful integrations to conduct calls, set outcomes and schedule follow-up activity at the push of a button.

Automatically record conversations

Capture every call with automatic recording so your team can review conversation details or study and improve their sales technique.

Route calls to the right person effortlessly

Improve customer wait time and auto-assign every inbound call to the relevant department or team member.

Get a 360-degree view of every customer

Access every contact’s communication history so you can prioritize follow-up actions and get context before the next call.

Gain pipeline visibility

Get reports on activities to learn which deals are approaching close, where you’re losing opportunities and the conversion rates of each funnel stage.

Develop your people and improve retention

Share your best call recordings in onboarding and training to strengthen the team’s performance and improve retention.

Why your call center CRM is the nerve center of your support operations

Juggling inbound calls, logging customer information, managing follow-ups - running a successful call center is complex. To deliver a world-class customer experience in a high-pressure environment, you need to equip your team of expert call handlers with intuitive tools.

Pipedrive’s call center CRM software is a centralized hub that empowers your entire organization and streamlines your workflow.

Improve your service and productivity with workflow automation

Set up workflow automation to connect your team and streamline call management. Make your call center experience second to none with automatic call routing to the right team member or department.

Instantly make and receive calls in one click directly from your call center solution. Sync with calendar tools to automate appointment booking and internal meeting scheduling.

Find out how to automate tasks with Pipedrive

Efficiently store every piece of contact information

Collect details like phone numbers and company names for every caller. Easily access customer data, call history and account activity to get up to speed and deliver personalized support.

Automatically log phone calls coming in and out of your contact center so your reps don’t have to worry about updating records while talking to customers. Call recordings can even be stored against a contact file for context and training.

Learn about communications tracking with Pipedrive

Refine your call center performance through insights

Keep improving your service with detailed analytics about your call center performance.

Dive into common call center benchmarks like average call durations, number of calls per client, dials to closure ratios and percentage of contacted leads.

Build interactive and customizable report dashboards that are easy to understand and shareable. Managers can even view real-time performance reports so they know where to step in with support.

Discover the power of insight reports with Pipedrive

How to start using your call center CRM to track customer queries

  • 1. Set up your call center processes and pipeline

    When you first log in to Pipedrive, you’ll see a visual representation of your sales pipeline. You can customize your CRM to reflect the specific needs, goals and processes of your business. Create alternate workflows for inbound calls based on where they sit in your pipeline.

    Get a high-level view of how each contact is moving through your funnel, including likelihood of conversion and where follow-up calls are needed.

  • 2. Integrate telephony applications in your CRM

    Turn your CRM system into a fully functioning call center in minutes with the in-built Caller or explore powerful telephony integrations. Easily make calls directly within Pipedrive, and automatically record and store details.

    Connect your number to import contacts and enable one-click calling directly from Pipedrive. With hands-free calling, your reps can easily take notes and search through records while talking to customers.

  • 3. Set up workflow automation for incoming calls

    Connect each inbound call to the right representative and easily access the customer account history. Integrate inbound calls directly into your daily workflows with on-screen notifications. Choose whether you want to answer, send to voicemail or redirect the call with one click.

    You can also set up automated notifications in Slack to update your team about call deals once you’re done.

  • 4. Build your team training systems

    Help your team provide exceptional call center service with training tailored to their unique needs. Pipedrive assists you in delivering bespoke staff training that helps you retain expert call center agents for longer.

    Use call recordings and store script templates to show your trainees the best-practice responses. Add live coaching through call monitoring and call whispering to support your team while they’re learning.

Integrate with telephony, live chat platforms and more

Expand your call center CRM software with hundreds of popular CRM integrations. Choose the features that help you streamline your business and operate them efficiently from one platform.

Here are some integrations that can benefit any call center:

Aircall

Set up advanced call center functions in minutes. Click to dial directly from your CRM, monitor and record calls in real-time, route them to another team member, keep customers on the line in your call queue and even record personalized greetings.

Connect with Pipedrive’s Aircall integration

Live Chat

Supercharge your call center by adding online live chat functionality to offer more ways to get in touch. Use the chat feature to instantly respond to website inquiries and automatically import the conversation details into Pipedrive.

Explore Pipedrive’s LeadBooster add-on

Microsoft Teams

Improve productivity, efficiency and collaboration with automated workflow opportunities. Receive notifications from your contact center software about updated deals, video meetings and shared files.

Collaborate with Pipedrive’s Microsoft Teams integration

Front

Be as informed as possible before your next call. Collate all your email, SMS and chat messages in one place to keep your CRM pipeline current and offer more relevant interactions.

Discover Pipedrive’s Front integration

LinkPort

Find more contacts and automatically import their information to Pipedrive directly from the LinkedIn platform. Populate your call center CRM with new leads from this powerful social media tool without switching screens.

Get social with Pipedrive’s LinkedIn integration

EasyCalendar

Avoid long holds and empower callers to arrange convenient callback times. With online appointment scheduling, you can get automatic notifications and assign existing contact notes to new appointments.

Organize with Pipedrive’s EasyCalendar integration

Improve your customer support and strategically manage sales calls