BPO and multi-client contact centre CRM

For outsourced support, outbound sales houses and CS vendors who need separate records, permissions, campaigns and reporting per end-client—not one shared spreadsheet with hidden filters.

Trigger / problem

Each client brand expects isolated data and branded workflows. Agents switch between five tools. Client billing reconciles manually from CDR and CRM exports that do not agree.

Workflow

Provision tenant (client org) → configure roles and dispositions → connect client CRM or dialler APIs → launch approved campaign with eligibility rules → capture outcomes and recordings metadata per tenant → client-facing reports from tenant-scoped rollups.

Before → after

Before: separate CRM logins per client, shared dialler with risky cross-tenant reports.

After: platform admin provisions client tenants; staff never cross tenant boundaries; call sessions and leads share one data model with enforced tenant_id from session.

Integrations

Client CRMs (Salesforce, Zoho, custom), diallers, QA sampling tools, billing exports—count and complexity drive the integration band on the estimator.

KPI direction

Reconciliation time between telephony and CRM dispositions
Client onboarding time (tenant provision → first campaign)
Cross-tenant incident count (target zero)

Exclusions

Not a guarantee of seat productivity or AHT reduction. Full WFM/QA suites are separate unless scoped. Compare dialer-centric build: VoIP CRM power dialer case study.

Next step

Configure modules, budget band and timeline on the product page—or read engineering evidence on the case study.

Open scope estimator Technical case study