Contact center
Innovatel
A complete contact-center platform for customer service and phone sales — easy to configure, ready to scale, with live reporting and specialist support.
Innovatel manages inbound and outbound calls with recording, live agent and queue monitoring, and reports supervisors can use during the same shift.
Intelligent routing reduces waiting time. Quality tools record, score, and support coaching. The agent screen sits next to CRM — including Vtiger — so the person on the line is the record on the screen. Calls, email, chat, and social can share that desktop.
Implementation
How we implement Innovatel
A working contact center: routing, recording, agent desktop, CRM on the same screen, and reports the supervisor can use in the same shift.
01
Assess the floor
We document inbound and outbound traffic, skills, queues, recording policy, after-hours ownership, and the CRM agents already open.
02
Design routing and SLA
Hunt groups, IVR, skill-based routing, wrap-up codes, and service levels are agreed before anything is installed.
03
Install the platform
Innovatel is deployed on-premise or in the cloud. Trunks, recording, and the agent desktop are provisioned against the design.
04
Connect CRM
Vtiger, Innovia CRM, Mini-CRM, or the current system: inbound screen-pop, write-back of recording, duration, and outcome.
05
Train supervisors first
Supervisors learn queues, live dashboards, and quality tools, then agents learn the desktop. A shift must run without us in the room.
06
Go live and stay
Cutover in an agreed window. Week one is watched on the live boards. Support stays on 01288883842 and 01005714160.
What the project covers
Inbound, outbound, blended
The same platform for service and phone sales.
Intelligent routing
Skill and availability, not a blind rotation.
Quality
Record, score, and coach as a daily workflow.
Agent desktop
CRM and tools in one view the agent will actually use.
Live dashboards
Queues, occupancy, and wait time during the shift.
AI assist
Automatic quality signals where agreed.
Multi-channel desk
Voice, mail, chat, and social can share the desktop.
After go-live
Supervisor access, an operating guide, and 24/7 support.
What you have after go-live
- Live queues and a numbering plan
- Agent desktop with CRM in the same view
- Recording policy in force
- Supervisor dashboards for the current shift
- Named 24/7 support numbers
CRM integration
How voice and channels connect to CRM
The person on the line is the record on the screen. Calls, chats, and SMS are stored on one customer file — in Innovia CRM, Mini-CRM, Vtiger, or the system you already run.
01
Identify the CRM
We start from the system your team already opens: Innovia CRM, Mini-CRM, Vtiger, or another platform. We do not invent a second customer file.
02
Map the customer
Phone number, WhatsApp ID, and email resolve to one customer identity. Repeat contacts open the same record, not a duplicate.
03
Screen-pop
An inbound call or chat can open the file before the agent answers — name, last ticket, and open deals in the same view.
04
Write-back
When the conversation ends, duration, outcome, notes, and recording (where agreed) are saved on the activity timeline.
05
Follow-up
Missed calls, abandoned chats, surveys, and campaign results can create a task or ticket instead of disappearing.
06
Reports
Conversation volume sits next to sales and service KPIs. Managers see the call and the deal in one place.
What can be linked
VOIP
Internal and external calls logged on the customer file, with click-to-call from the record.
Innovatel
Agent desktop beside CRM. Queue, recording, and wrap-up write back automatically.
Unified inbox
WhatsApp, Facebook, Instagram, Telegram, and SMS threads stored on the same customer.
Campaigns and surveys
Outbound results and survey answers land as data on the record, not in a spreadsheet.
SMS Sender
Promotions, alerts, and OTP events attached to the contact.
ERP
The invoice and the customer who just hung up share the same identity.
Innovia CRM / Mini-CRM
Native link — pipeline, 360° file, and service in the same house as the call.
Vtiger and others
Where the team already lives in Vtiger or a similar CRM, we bind to that screen.
What you have after the link is live
- One customer identity across phone, chat, and SMS
- Screen-pop on inbound where agreed
- Call and chat history on the timeline
- Recordings stored against the activity, where policy allows
- Tasks from missed contacts instead of lost leads
Data integration
How the database stays one customer across systems
Voice, inbox, CRM, and ERP share a designed data model. The customer is stored once and reused — not copied into three spreadsheets and reconciled on Friday.
01
Name the source of truth
We agree which system owns each record: CRM for the customer, ERP for invoices and stock, Innovatel for the call, HR for the employee. Other systems read that master; they do not invent a second copy.
02
Design the keys
Customer id, phone, WhatsApp id, email, tax number, SKU, and employee id are mapped so a repeat contact opens the same file — including after an Excel import.
03
Connect the stores
Where products share a platform, they write to the same database. Where a system is already in place (Vtiger or another CRM), we integrate through an API or a scheduled sync — not a manual export.
04
Import and de-duplicate
Existing lists are cleaned against phone and email before go-live. Duplicates are merged so reports and screen-pop stay trustworthy.
05
Permissions and retention
Who can read, edit, and export is set by role. Call recordings and chat history follow the retention policy you approve — not an open folder on a shared drive.
06
Operate
Backups, monitoring, and a named path when a record fails to sync. Reports read from the live model, not from a weekly dump.
What the data integration covers
Customer master
One record used by the call, the inbox, the invoice, and the campaign.
Call metadata
Number, agent, duration, outcome, and a link to the recording — stored against the customer.
Omnichannel threads
WhatsApp, Facebook, Instagram, Telegram, and SMS under the same id.
Sales and service
Pipeline, tickets, and activities on the 360° file.
ERP documents
Invoices, stock, and payments referencing the same customer and SKU.
HR
Employee and shift data that the contact-center roster can read.
Import / export
Controlled load from Excel or a legacy CRM, and exports limited by role.
Security
Access by role, audit of sensitive exports, backup and retention as agreed.
What you have after data integration is live
- A documented source of truth for customer, invoice, call, and employee
- Mapped keys so phone and WhatsApp open the same file
- API or shared-store connection — not a weekly spreadsheet
- De-duplicated import of existing lists
- Role-based access, retention, and backup
Sync protocols
How records move — live events, scheduled jobs, and conflict rules
Not every field should sync the same way. Calls and chats write as they happen. Invoices and stock follow the ERP master. Third-party CRMs are updated through an API with retries — not a Friday spreadsheet.
01
Classify the traffic
Each field is labelled live, near-live, or scheduled. A screen-pop cannot wait for a nightly job. A chart of accounts does not need to move on every keystroke.
02
Live events
Inbound ring, hang-up, wrap-up, a new WhatsApp message, and SMS delivery can fire an event into CRM in the same session. Shared Innovia products write in the same transaction. External systems receive a signed HTTPS webhook or an API call.
03
Scheduled sync
Vtiger or another existing CRM, ERP balances, and report aggregates run on an agreed cadence — typically minutes or nightly — with a watermark so the same row is not sent twice.
04
Conflict rules
CRM wins the customer name and phone. ERP wins invoice amount, tax, and stock. Innovatel wins call duration and recording link. A silent overwrite of a posted invoice is not allowed.
05
Identity and retries
Every payload carries a stable id (call, message, invoice, contact). Failed deliveries retry with a log. Operators can see the last success and the last error without opening a vendor ticket.
06
Secure path
HTTPS only. Credentials stored on the server, not in a desktop file. Exports and bulk pulls are limited by role. Recording files are referenced, not copied into CRM as unmanaged attachments.
What each protocol is used for
CTI events
Ring, answer, hang-up — screen-pop and write-back in the same call.
Webhooks
Signed HTTPS callbacks to CRM, OTP, or the website when an event completes.
REST API
Create or update a contact, ticket, or invoice from another system, using the agreed keys.
Shared database
Innovia products on the same platform write one row; there is nothing to ‘sync’.
Scheduled jobs
Balances, de-duplication, and third-party CRM poll — with a watermark and a retry log.
SMS status
Delivery receipts pulled or pushed onto the contact timeline.
File import
First load and exceptional catch-up only — not the daily path.
Conflict policy
A written rule per field: who wins, and what is never overwritten.
What you have after sync is in production
- A field map: live, near-live, or scheduled
- Event write-back for calls and chats in the same session
- API or webhook to the CRM you already run, with retries
- Conflict rules so finance documents are not silently changed
- An operator log of last success and last error
What it includes
01
Routing
Distribute by skill and availability to shorten the first wait.
02
Quality
Record, evaluate, and coach as a regular workflow.
03
Agent desktop
A usable screen with CRM and tools within reach.
04
Omnichannel
Voice, mail, chat, and social in one customer view.
05
AI assist
Automatic quality signals and live agent and queue status.
06
CRM link
Customer data appears during the call. Recordings are saved to the file.
- Intelligent routing to cut wait time
- Quality monitoring: listen, record, and score
- Calls, email, chat, and social on one desktop
- Agent screen with CRM in the same view
- Live dashboards for agents and queues
- AI-assisted quality and coaching
Also in the catalogue
Solutions
Voice
Business VOIP
HD voice from the office, home, or on the move — with CRM and ERP on the same call.
All channels
Unified inbox
WhatsApp, Facebook, Instagram, Telegram, SMS, and chatbots in one queue, with CRM behind it.
Reporting
Call-center reports
Agent KPIs, wait times, customer experience, and live dashboards for the current shift.
Innovate your communication
Book a free consultation
Tell us what you already run — VOIP, contact center, channels, or CRM — and we will map the next step.