Call Center Module for Perfex CRM: Run Your Daily Calling Routine
The call center module for Perfex CRM from Systematica is the Call Manager module. This guide shows how a sales or support team uses it through a normal working day: who to call, what to say next, what to log, and how a manager checks the numbers. For installation steps, see the Call Manager setup guide.
What a call center module for Perfex CRM should do
A call center needs a short list of people to call, a simple way to reach them, and a record of what happened. The call center module for Perfex CRM gives your team those three things inside Perfex CRM, using your own Twilio account for calls and SMS, and it runs inside Perfex CRM.
- A leads list with status, last contact and next follow-up date
- Quick SMS and email buttons beside every lead
- A phone button for staff who have a Twilio number in their profile
- Missed calls recorded and call time added up on the dashboard
- Meetings with a status of waiting or ended, shown on the CRM calendar
Start the day with the leads list
Each agent opens Call Manager > Leads and sees their own leads, because staff who are not administrators only see leads assigned to them. Sort by next follow-up to see who is due first. The list shows company, phone, assigned staff, status and last contact, so the agent knows the history before the call.
Call, text or email from the same screen
Next to each lead name there are buttons to text or email. For a campaign, select several leads and send one SMS to all of them with Bulk SMS. Calls and texts go through the Twilio number given to the agent. The call center module for Perfex CRM checks that the number has no spaces or letters and is not assigned to two people, so every call can be traced to one person.
- Add a remark after every contact
- Set the next follow-up date before you leave the lead
- Use email when the lead prefers writing, and keep the answer in the mailbox
Book meetings with leads and customers
When a call ends with a meeting, add it on the Meetings screen with the person, the date and your remark. The status starts as waiting and changes to ended after the meeting. Managers can filter by date or search by name, and meetings also appear on the CRM calendar.
Check the numbers at the end of the day
The dashboard shows outbound and inbound calls, missed calls, converted leads, SMS sent, meetings and total call time. Managers use it to spot missed calls that need a callback and to compare days. Some small notes on the dashboard are fixed text, while the numbers are calculated from your data.
Set up the call center module for Perfex CRM in short
- Upload and activate the call center module for Perfex CRM under Setup > Modules.
- Enter your license key under Call Manager > License Management.
- Add your Twilio details under Setup > Settings > Call Manager.
- Give each agent a Twilio number in their profile.
- Connect each agent’s mail account in the mailbox settings.
Twilio bills you directly for calls and SMS, and the call center module for Perfex CRM does not include Twilio or Zoom. Your license is valid for 1 year and includes support through our ticket system and free updates. One license key works on one website.
Frequently asked questions
Is the call center module for Perfex CRM different from the Call Manager module?
No. It is the same module. This guide covers the daily routine and the Call Manager guide covers installation and every screen.
Do agents see each other’s leads?
Staff who are not administrators see their own leads. Administrators see all leads.
How are missed calls handled?
Missed calls are recorded and counted on the dashboard so a manager can plan callbacks.
Can I text many leads at once?
Yes. Select the leads and use Bulk SMS.
Related guides and support
- See the Call Manager product page.
- Read the Call Manager module setup guide.
- Add follow-up tasks automatically with Workflow Rules.
- Need help? Open a ticket on the support page.
- Read more in the Perfex CRM documentation.