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Bitrix24 For Business Automation
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E-commerce Development
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Digital Marketing
Marketing Automation Services
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Content Marketing & Copywriting
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Social Media Marketing
Email Marketing Services
Research
Brand Health Research
Analysis of Brand Competitors
Target Audience Analysis
Testing of Design and Concept
Analytics Setup & Data Analysis
Foundational Strategy Services
Information Architecture
Content Experience & Strategy
Bitrix24 For Business Automation
Custom Application Development
Mobile Application Development
E-commerce Development
Website Development
UI/UX Audit of Site Usability
Website Technical Support
Marketing Automation Services
Search Engine Optimization (SEO)
Content Marketing & Copywriting
Paid Search & PPC Management
Social Media Marketing
Email Marketing Services
Brand Health Research
Analysis of Brand Competitors
Target Audience Analysis
Testing of Design and Concept
Analytics Setup & Data Analysis
Expertise Overview
Digital Transformation
Software Development
Digital Marketing
Research
Products Overview
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Real Estate CRM
Hospitals CRM & Bookings
Retail Digital Transformation
Marketing Automation
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HR Automation
CONTACT CENTER AND TELEPHONY
Unify Customer Communication, Boost Responsiveness, and Deliver Seamless Support
In today’s experience-driven market, customers expect immediate, personalized, and consistent responses —
regardless of whether they contact you via WhatsApp, phone, email, or live chat. Disconnected communication
channels, manual ticketing systems, and legacy phone infrastructure can no longer keep up with rising expectations.
Our Contact Center and Telephony Solution, powered by the Bitrix24 platform, empowers businesses to create a
unified communication hub that integrates phone systems, social messaging, live chat, email, and CRM—all in one
place. Whether you're handling customer support, sales inquiries, or internal communication, Bitrix24 ensures
every interaction is tracked, managed, and optimized for performance.
WHY BITRIX24 FOR CONTACT CENTER AND TELEPHONY?
Bitrix24 provides a powerful, cloud-ready contact center platform with native integration for telephony, CRM, and communication tools. It enables seamless management of multichannel interactions while maintaining complete transparency, analytics, and automation. With our tailored solution, your contact center becomes smarter, faster, and more efficient—delivering exceptional experiences to every customer, every time.
WHY BITRIX24 FOR CONTACT CENTER AND TELEPHONY?
CORE FEATURES OF THE CONTACT CENTER AND TELEPHONY SOLUTION
1. Omnichannel Communication Hub
Bitrix24 consolidates all customer channels into a single, unified inbox:
- Voice Calls (inbound/outbound via IP telephony)
- WhatsApp, Messenger, and Telegram via Edna.io or Twilio
- Live Chat (on your website or mobile app)
- Email Integration (Gmail, Outlook, IMAP/SMTP)
- Social Media Messaging (Facebook, Instagram, VK, etc.)
- CRM Web Forms and Chatbots
Each customer interaction, regardless of channel, is tied to their CRM profile, allowing your agents to view history, respond intelligently, and resolve issues faster.
2. IP Telephony Integration
Say goodbye to outdated PBX systems. Bitrix24 offers flexible VoIP telephony capabilities with options to:
- Use Bitrix24's built-in telephony (cloud-based)
- Connect your own IPBX or SIP provider (Asterisk, FreePBX, 3CX, Cisco, Avaya, etc.)
- Enable click-to-call directly from the CRM
- Record all inbound and outbound calls
- Auto-generate leads or deals from missed or incoming calls
- Configure IVR menus, call queues, and forwarding rules
Perfect for sales, support, and internal communication teams.
3. Real-Time Contact Center Dashboard
Monitor all agent activity, calls, chats, and message queues in real-time. Supervisors can:
- View available, busy, or offline agents
- Track chat durations and SLA breaches
- Monitor wait times and resolution times
- Intervene in ongoing chats or calls if needed
- Generate live performance dashboards
This visibility helps ensure high service quality, even during a peak load.
4. CRM-Linked Conversations
Every call, chat, or email is automatically linked to the customer’s profile in Bitrix24 CRM. Agents can:
- Access previous communication history
- View open deals or tasks
- Update contact details during the interaction
- Assign follow-up tasks or schedule callbacks
- Send quotes, invoices, or files mid-conversation
The result is a personalized, context-aware service that drives trust and retention.
5. Live Chat and Chatbot Integration
Install Bitrix24’s live chat widget on your website and integrate AI-powered chatbots or scripted flows to:
- Greet visitors
- Qualify leads
- Answer FAQs
- Route complex inquiries to live agents
- Capture contact data automatically
Live chats can also be routed based on department, language, or availability—ensuring better resource allocation.
6. Smart Routing and Automation
Bitrix24 includes intelligent routing rules and automation options:
- Distribute calls or chats based on agent availability or skill
- Assign tickets or tasks automatically by inquiry type
- Trigger email or SMS responses based on keywords or forms
- Escalate unresolved issues after a defined period
- Auto-close idle or spam chats
Automations reduce manual workload and ensure faster resolution times.
7. Call Recording and Compliance
Record all calls for quality assurance, training, and compliance. Features include:
- On-demand or always-on recording options
- Secure encrypted storage
- Access controls for playback
- Audit logs and export capability
- GDPR and HIPAA-ready data handling (when self-hosted)
Recordings are linked to customer records for easy retrieval.
ADVANCED MODULES AND USE CASES
Call Center Management
Build an efficient sales or support call center with:
• Call queueing and prioritization
• Working hour-based call routing
• Custom greetings and hold messages
• Missed call re-engagement automation
Sales Outreach Integration
Enable outbound campaign calls with:
• CRM-powered dialer
• Call result tagging
• Lead qualification workflows
• Post-call email automation
Customer Support Ticketing
Convert conversations into structured tickets, assign to departments, track SLAs, and escalate automatically when needed.
Field Support Coordination
Link support calls with field service appointments, task creation, and technician assignment—ideal for telecom, utilities, or maintenance firms.
ANALYTICS AND REPORTING
Gain visibility into every interaction with actionable insights:
- Call volume, duration, and missed call stats
- Channel-based engagement reports
- First response time and resolution rate
- Agent workload and productivity
- Customer satisfaction (CSAT) and feedback scores
- Campaign ROI from calls or chats
Reports can be customized and scheduled for weekly or monthly review.
ANALYTICS AND REPORTING
INTEGRATION CAPABILITIES
INTEGRATION CAPABILITIES
Our Contact Center and Telephony solution integrate with:
- SIP-based IPBX systems (Asterisk, FreePBX, 3CX, etc.)
- WhatsApp Business API via Edna.io or Twilio
- Facebook & Instagram Messaging APIs
- Google Ads & Meta Ads (for tracking a lead source)
- Email platforms (Gmail, Outlook)
- E-commerce & ERP systems for transactional support
- SMS Gateways (Nexmo, Twilio, MSG91, etc.)
APIs are available for deeper integrations and third-party platform sync.
DEPLOYMENT OPTIONS
Cloud-based:
Quick to launch, includes Bitrix24’s built-in telephony and support tools.
On-Premise:
Ideal for enterprises needing full data control, custom IVRs, and high compliance standards.
We help configure, secure, and train your teams for optimal use of both setups.
DEPLOYMENT OPTIONS