CRM Integration | Hosted Contact Centre

How It Works

Your CRM and your dialler, perfectly in sync

Our CRM integration connects your existing customer relationship management system directly to the hosted contact centre platform. Data flows automatically between both systems in real time — no manual exports, no CSV uploads, no data silos.

Core Capabilities

What CRM integration gives you

🔍

On-Demand Customer Data

When an agent receives a call — inbound or outbound — the platform automatically pulls the customer's full record from your CRM and displays it on the agent's screen. No searching, no switching between applications. The agent has full context from the moment the call connects.

Contact details, previous interactions, purchase history, notes, and custom fields — all instantly available in a single view.

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Real-Time CRM Updates

Every change made in the dialler is instantly reflected in your CRM. When an agent updates a record, adds notes, changes a status, or sets a callback — the CRM updates automatically in real time. No manual sync, no batch processing, no delays.

Status changes, disposition codes, and trigger events can be configured to automate CRM workflows and pipeline management.

➕

Automatic Record Creation

When a new customer calls in and doesn't exist in your CRM, the platform automatically creates a new contact record with all available information. Particularly powerful for inbound operations where new leads arrive by phone.

New records include call details, time, date, agent, and any data captured during the interaction — ready for your sales team to follow up.

🎙️

Call Recording Audit Trail

Every call recording is automatically linked to the corresponding CRM record, creating a lifelong audit trail. Managers, compliance officers, and quality teams can access any recording directly from the CRM — no separate systems to search.

Essential for regulated industries, dispute resolution, training, and maintaining a complete history of every customer interaction.

Supported Platforms

Integrates with the CRM you already use

Our platform connects with leading CRM systems out of the box. If your CRM isn't listed, talk to our team — we build custom integrations for clients who need them.

✓ HubSolv — Full bi-directional sync with screen pops and activity logging
✓ Salesforce — Lead management, opportunity tracking, and call activity sync
✓ Sugar CRM — Contact and opportunity updates in real time
✓ ZOHO — Automatic call logging and contact synchronisation
✓ Open CRM — Unified data and workflow automation

Blue Telecoms HubSpot CRM integration setup showing API configuration and scope permissions

Data Validation

Built-in data validation services

Beyond CRM sync, our integration layer includes powerful data validation services that verify and enrich your data in real time during live calls. Reduce fraud, improve data quality, and streamline compliance.

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Address Verification

Verify customer addresses in real time against official postal databases. Catch typos, validate postcodes, and ensure delivery addresses are genuine — all during the call. Reduces failed deliveries and improves data accuracy across your CRM.

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Bank Detail Verification

Validate bank account details and sort codes in real time. Confirm that the account exists and matches the provided details before setting up direct debits or processing payments. Reduces chargebacks and failed payments.

📊

Credit Checks

Run credit checks during live calls to assess customer eligibility before committing to a sale or agreement. Integrated directly into the agent workflow, results are instant and can trigger script branching for different credit bands.

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Identity Checks

Verify customer identity in real time to prevent fraud and meet KYC (Know Your Customer) requirements. Cross-reference provided information against official databases to confirm the person is who they say they are.

Integration Flow

How data flows between your systems

1️⃣

Call Connects

When an inbound call arrives or the dialler connects an outbound call, the platform identifies the customer number and queries your CRM.

2️⃣

Data Pulled

Customer records, interaction history, notes, and custom fields are pulled from the CRM and displayed instantly on the agent's screen as a screen pop.

3️⃣

Agent Works

The agent handles the call using interactive scripts and data collection. Any validation checks (address, bank, credit, identity) run in real time during the conversation.

4️⃣

CRM Updated

When the call ends, all updates — notes, statuses, dispositions, recordings — are synced back to the CRM automatically. Nothing is lost, nothing requires manual entry.

Benefits

Why CRM integration matters

⏱️

Save Agent Time

No more switching between systems, searching for records, or manual data entry. Agents have everything they need in one place, on one screen.

📈

Improve Data Quality

Real-time validation catches errors at the point of entry. Address verification, bank checks, and identity validation mean cleaner data and fewer downstream problems.

🛡️

Strengthen Compliance

Complete audit trails with linked call recordings, automatic TPS checking, GDPR-compliant data handling, and KYC verification — all built into the workflow.

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Eliminate Double Entry

Data entered in the dialler flows straight to the CRM. Data in the CRM is instantly available in the dialler. One source of truth, always in sync.

💰

Reduce Fraud Risk

Real-time bank verification, identity checks, and credit checks catch fraudulent activity during the call — before any commitments are made.

🎯

Better Customer Experience

Agents greet customers by name, reference their history, and handle queries without asking them to repeat information. Integration makes personalisation effortless.

Seamless CRM Integration That Just Works