BPO / CRM / Workflow automation
AI-Enabled Sales Operations CRM
A CRM designed around the call floor.
Context / Constraint
The work behind
the software.
Generic CRMs did not reflect how the organisation received, assigned, contacted, qualified and recycled large volumes of leads.
We built a multi-client sales operations system around the actual workflow of the team.
System / Scope
The system manages.
- Centralised lead imports
- Manual and automatic assignment
- Client and campaign separation
- Call outcomes and follow-ups
- Lead qualification
- Reassignment between business verticals
- Agent performance
- Commission calculations
- Management dashboards
System / Result
Outcome.
Lead data became part of a structured operating process instead of remaining inside spreadsheets, call records and individual staff notes.
The CRM also became the foundation for deploying conversational voice and messaging agents.
System / Intelligence
AI layer.
AI is used to make the lead workflow faster and more consistent.
- Summarise customer conversations
- Classify leads automatically
- Identify customer intent
- Recommend the next action
- Suggest follow-up messages
- Score leads based on conversion potential
- Match customers with suitable products or services
- Assist agents during conversations
- Update CRM information from call data