ICTCRM is a robust, open-source CRM software solution seamlessly integrated with ICTContact, an advanced contact center platform. It combines the flexibility and power of SuiteCRM with the multi-channel communication capabilities of ICTContact to create a centralized hub for marketing, lead management, sales tracking, and customer support — all enhanced with smart communication automation tools.
Whether you’re launching a marketing campaign, nurturing leads, managing a sales pipeline, or handling customer queries, ICTCRM empowers your teams to manage everything from a single, unified interface.
Core CRM Features
| Module / Feature | Description |
|---|---|
| Accounts | Manage and track business clients and organizations |
| Leads | Capture, qualify, and convert leads into opportunities |
| Opportunities | Track sales deals, forecast revenue, and manage pipelines |
| Campaigns | Create marketing campaigns and track performance |
| Email Marketing | Run targeted campaigns to leads or contact lists |
| Meetings & Calls | Schedule, log, and follow-up on meetings and calls |
| Events | Plan webinars, seminars, and customer outreach events |
| Invoices | Generate, send, and track invoices and payments |
| Quotes | Prepare quotes and manage their approval lifecycle |
| Products | Maintain product/service catalog with pricing |
| Projects & Tasks | Manage internal and external projects and team tasks |
| Targets | Segment prospects for targeted marketing |
| Reports | Generate insightful reports on CRM activities |
| Workflow Engine | Automate repetitive tasks and send real-time notifications |
| Role-Based Access | Control user access and permissions by roles |
| Security Groups | Protect sensitive records with group-based access control |
| REST API Access | Integrate with external tools through REST API |
| Add-ons Manager | Extend CRM features using modular add-ons |
User Management & Security
- Role-based user access with permission control
- Security Suite Groups for protecting sensitive data
- REST API access for external tools
- Add-ons Manager for extending platform capabilities
Communication Features
| Feature | Description |
|---|---|
| Inbound Call Handling | Manage incoming support calls, inquiries, and ticket routing via IVR |
| Outbound Dialing | Launch outbound call campaigns for sales, marketing, or feedback |
| Omnichannel Contact Center | Communicate through phone, SMS, fax, email, and live chat |
| WebRTC & WebPhone | Browser-based calls — no extra hardware needed |
| Voice Broadcasting | Send pre-recorded voice messages to contact groups |
| Fax Blasting | Send bulk faxes with delivery tracking and retry logic |
| Email Integration | Central inbox, campaign tracking, and automation |
| Press 1 Campaigns | Interactive voice campaigns with DTMF input |
| Appointment Reminders | Send SMS or voice reminders with confirmations |
| Click-to-Call Integration | Enable one-click calls from CRM or websites |
| Answering Machine Detection | Detect and handle voicemail scenarios |
| Custom Caller ID | Set personalized or campaign-based caller ID |
| Dynamic Tokens | Use contact-specific fields in messages |
| Call Throttling | Control call rate for system/network stability |
| Live Call Transfer | Instantly transfer live calls between agents |
| Call Recording | Record conversations for QA or compliance |
| Call Queuing & Routing | Distribute calls based on availability or skills |
| Disposition Management | Tag call outcomes and schedule follow-ups |
| Retry & Follow-Me Logic | Retry failed calls or route to alternate numbers |
| Agent Call Routing | Smart agent-based call distribution |
| Concurrent Call Limits | Set per-agent or per-campaign limits |
| Manual/Preview/Progressive/Power/Predictive Dialing | Multiple outbound dialing strategies |
| IVR Studio & Designer | Create IVRs via drag-and-drop interface |
| Script Display | Show agent scripts during calls |
Use Case Scenarios
| Industry | Use Case |
|---|---|
| Sales Teams | Manage leads, automate campaigns, and track performance |
| Support Centers | Handle inbound tickets and calls efficiently |
| Marketing Teams | Run omnichannel campaigns and track responses |
| Healthcare | Automated appointment reminders via SMS/voice |
| Legal Firms | Secure faxing and case management |
| Education | Send alerts to students/parents |
| Government | Emergency alerts and surveys |
Ready to Elevate Your CRM with CTI?
If your organization seeks to unify marketing, lead management, sales processes, and customer support with cutting-edge communication tools, ICTCRM is the ideal solution.
✅ Open-source
✅ Communication automation
✅ Feature-rich CRM + CTI
✅ Built for enterprises