Call Center Setup & CRM Integration
Freshcaller · 3CX — SMB Friendly
We build call center infrastructure for small and medium-sized call centers using Freshcaller or 3CX. With IVR, automatic call distribution, CRM integration, and call recordings, we professionalize your sales/support lines.
TEAM EXPERIENCE
10+ Years
COUNTRIES
3
AVG. RETENTION
2+ yr
What's Included
Freshcaller or 3CX environment selection and license planning
IVR menus and automatic call distribution (ACD)
CRM and help desk integration (Freshsales, Zendesk)
Call recordings, monitoring, and performance reports
Landline, VoIP, and softphone configuration
Team training and number porting support
Scope & approach
Problems We Solve
- Incoming calls are routed manually; customers are kept waiting.
- Call history and customer notes are on different screens.
- Performance and SLA tracking are unclear.
- Sales and support lines are disconnected.
What You Gain
- All calls are routed from a single center.
- IVR and ACD reduce customer waiting time.
- Call recordings and customer history are visible in one place.
- Performance reports improve team efficiency.
How We Work
- Current phone, VoIP, and CRM/support infrastructure are analyzed.
- A suitable call center platform and license plan are selected.
- IVR menus, queues, and routing rules are designed.
- CRM and help desk integrations are connected.
- Call recording, reporting, and performance dashboard are set up.
- Team training and number porting support are provided.
Timeline
SMB setup 1–2 weeks; multi-branch/CRM-integrated projects 2–4 weeks.
Deliverables
- Call center environment/license selection and setup
- IVR menus and ACD routing rules
- CRM/help desk integration
- Call recording, monitoring, and performance reports
- Landline/VoIP/softphone configuration
- Team training and number porting support
Industries We Serve
Integrations
Frequently Asked Questions
Call centre setup means turning your sales and support lines into a professional operation with cloud PBX, IVR, recording and CRM integration. At Innovix Digital we build Freshcaller- and 3CX-based infrastructure end to end — from agent configuration to CRM connection.
What does the scope include?
- Cloud PBX: Number provisioning, porting and agent configuration with Freshcaller or 3CX.
- IVR & routing: Multi-level menus, skill-based distribution and out-of-hours scenarios.
- CRM integration: Screen-pop customer cards on inbound calls, click-to-call and automatic call logging.
- Recording & reporting: GDPR/KVKK-compliant recording retention, agent performance and SLA reports.
- Training: Agent and supervisor training, escalation scenarios and documentation.
How does the process work?
- Discovery (1 week): Call volume, agent count, existing numbers and integration needs are mapped.
- Infrastructure (1-2 weeks): Platform selection, number provisioning/porting and core configuration.
- Integration & IVR (1-2 weeks): CRM connection, IVR flows, recording policy and reporting.
- Go-live: Team training, parallel running and intensive first-week support.
What determines the cost?
Agent count, platform choice, integration scope and number/call costs are the drivers. For detailed ranges see our cloud PBX pricing guide; the exact quote comes from a free discovery call.
Related resources
Frequently asked questions
How many agents is it suitable for?
It scales from a 2-agent sales line to 50+ agent operations; adding agents takes minutes with the cloud model.
Can I port my existing number?
Yes. Geographic and 0850 numbers are transferred via carrier porting, planned without interruption (2-4 weeks).
Can remote agents use it?
Yes. Agents take calls from anywhere via softphone or mobile app; supervisors monitor and report from the panel.