Dialer with Agent CRM

Overview

A dialer with a complete CRM attached. Agents work calls from one screen; everything they do — the call, the recording, the disposition, the note — lands on the customer record automatically. Built for call centres, brokerages, and support teams big enough that spreadsheets have started to hurt.

The Problem

The client was running a floor of agents on a dialer that billed per minute and a separate CRM that nobody kept up to date, because updating it meant leaving the call screen mid-conversation. Commissions were reconciled by hand from spreadsheets, and switching phone carriers meant switching software entirely.

• Agents kept two windows open at once, and updates to one rarely made it into the other.
• Commission disputes were common because nobody could point to the disposition that justified a payout.
• Switching carriers meant a multi-week migration, so the floor stayed on an expensive vendor longer than it wanted to.

How We Solved It

We merged the dialer and CRM into one system, so the customer record updates itself from what the dialer already knows — no second entry, no drift between systems. And we built it bring-your-own-network from day one: connect any carrier (Twilio, Telnyx, a local provider, your own SIP server, several at once), keep your own rates, and never pay a software vendor for minutes again.

• The dialer — preview, progressive and predictive modes, with queues, callbacks and warm transfer.
• The CRM — contacts, accounts, pipeline stages, and a full history of every touch, populated by the dialer.
• People — agents, teams, roles, shifts, live floor status, and per-agent performance over time.
• Campaigns — lists, allocation rules, scripts, dispositions, and which carrier each campaign dials over.
• Commissions — rates, tiers, bonuses and clawback windows, calculated automatically from real dispositions.
• Tracking & reports — cost, source and profitability down to the agent and campaign.

Key Decisions

• One data model, not two synced ones. The CRM reads the dialer's own tables rather than a nightly sync job that can drift.
• Carrier abstraction at the SIP layer. Campaigns route by rules, not by vendor, so adding a carrier is configuration, not code.
• Commission math runs server-side, always — no spreadsheet formula anyone can quietly edit.

The Result

Agents work a single screen all day instead of two. Commission runs that used to take a day of spreadsheet reconciliation now calculate automatically from real dispositions, and the floor can add or switch carriers without touching the software layer at all.

Commission disputes dropped by most of what they were, and onboarding a new carrier went from a multi-week migration to under a day.