What software does a call centre need: from telephony to CRM and reports
Sado AI team · · 4 min read
In short
Call centre software comes in five layers: telephony (the number and lines), a virtual PBX (routing and recording calls), the operator’s workstation (softphone and headset), the CRM, and reports. A small team doesn’t need everything: a number on IP telephony, a virtual PBX that records, and a CRM connected to the telephony are enough. Start choosing from your calls: how many a day, at what hours, in which language. A common mistake: telephony and CRM aren’t connected, so calls leave no trace.
Call centre software: five layers
Each layer answers one question: where the call comes from, who it goes to, what the operator talks through, where the customer’s details are kept and what the manager sees.
| Layer | What it does | Small team | Large team |
|---|---|---|---|
| Telephony | Number and lines over SIP, for example Sarkor or UTeL | One number, a few lines | Many lines, several numbers |
| Virtual PBX | Decides who gets the call, records it | A simple queue and recording | Groups, menus, rules by working hours |
| Workstation | Softphone or IP phone, headset | Softphone and a good headset | Statuses: free, busy, on break |
| CRM | Customer card, call history, tasks | Bitrix24 or amoCRM | The same, with extra fields and pipelines |
| Recording and reports | Listening back, counts of calls and missed calls | PBX and CRM reports | Separate quality control and a dashboard |
Next to these sit simple tools: a script and price document (Google Docs will do), a shift schedule (Google Sheets) and a team chat (Telegram).
The minimum set for a small team
- The company number on IP telephony: your city or mobile number connects over SIP, no new number needed.
- A virtual PBX: if one operator is busy, the call goes to the next, and every call is recorded.
- A softphone and a noise-cancelling headset for every operator.
- A CRM connected to the telephony: the customer card opens when a call comes in, and a missed call becomes a task.
- Prices, addresses and the script in one shared document: when it changes, everyone sees it at once.
How to choose
- Count your calls: incoming and outgoing per day, at what hours, in which language. A week’s telephony report is enough.
- Decide on the number: keep the current one or not, and how many lines you need. Look at how many calls run at once in the busiest hour.
- Pick a CRM and check the telephony link before you buy: does the call land in the card with its recording?
- Decide who sees what: operators see their own customers, the supervisor sees all recordings, the owner sees reports.
- Test for a week: one operator, real calls. Then connect everyone.
Common mistakes
- Buying everything at once: half of it is never used.
- Telephony and CRM kept apart: the call happened, the card shows nothing, and the manager doesn’t know who called.
- Recording switched off, or nobody listens to the recordings.
- A long voice menu, “press 1, press 2”: callers hang up before the end.
- Calls at night and at weekends aren’t routed anywhere.
Where an AI operator fits
An AI operator for incoming calls sits between the telephony and the CRM. It works on the company’s current number over SIP, answers every call first and transfers it to the right person by the company’s rule. Instead of a long menu, the caller just says what they need.
There is a ready Bitrix24 connection: a call card with the recording and transcript, and a lead or deal is created. amoCRM, Google Sheets, 1C and other systems are connected by our team, and a webhook and REST API cover the rest. Compared with a team of people: AI operator vs call centre.
Questions
What’s the minimum software a call centre needs?
A number on IP telephony, a virtual PBX that records calls and a CRM connected to it. Add the rest as call volume grows.
What’s the difference between a virtual PBX and a mini-PBX?
A mini-PBX is a box in the office; a virtual PBX runs over the internet, so operators can connect from anywhere. Small and remote teams usually find the virtual one easier.
Do we need to change our number?
No. Your phone company connects your city or mobile number over SIP, and customers keep calling the same number. More: how to connect your number.
Does a small business need this software too?
Even with a few dozen calls a day you need at least recording and a CRM, or you lose who called and what was agreed. An AI operator can also answer calls first.