ICTCRM – Open Source CRM with Advanced Contact Center Capabilities

A Unified CRM & CTI Integrated Solution for Marketing, Leads, Sales, and Support, with Communication Automation

🧩 What is ICTCRM?

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.

🔒 Built-In Security & Extensibility

ICTCRM offers enterprise-grade security and customization:

  • Role-based access control, user groups, and permission settings

  • REST APIs for third-party software integration

  • Add-ons manager for enhancing functionalities through plug-ins/modules

🧠 Why Choose ICTCRM?

Unlike traditional CRMs, ICTCRM is embedded with Computer Telephony Integration (CTI), making it more than just a CRM. It’s a unified communication system supporting:

  • Voice Calls

  • Fax

  • SMS

  • Email

This unique integration allows seamless interaction across channels while automating communication workflows for marketing, sales, and support operations.

🔧 Core CRM Features

📁 General CRM Modules

Module

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 notifications

👤 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

📞 Contact Center & Communication Features

Inbound & Outbound Contact Center

Feature

Description

Inbound Call Handling

Manage support calls, inquiries, and ticket routing

Outbound Dialing

Launch outbound call campaigns for sales or surveys

Omnichannel Contact Center

Engage via phone, SMS, fax, email, or chat

WebRTC & WebPhone

Real-time calling through browser without hardware

Voice Broadcasting

Send recorded voice messages to groups

Fax Blasting

Send faxes in bulk with scheduling and logging

Email Integration

Centralized inbox and email automation workflows

🎯 Campaign Automation & Dialing Modes

ICTCRM includes advanced campaign automation with flexible dialing options:

  • Predictive Dialing – Automatically dials multiple contacts and connects answered calls only

  • Power Dialing – High-speed dialing to maximize agent productivity

  • Preview Dialing – Review contact details before initiating calls

  • Manual Dialing – Personal approach with full agent control

  • Progressive Dialing – Dials one contact after agent availability

  • Inbound Dialing – Smart routing for incoming calls via IVR or rules

  • Press 1 Campaigns – Interactive campaigns using user keypad input

  • Appointment Reminders – Automate reminders via voice or SMS

🧬 IVR & Agent Productivity Tools

  • IVR Studio & Designer – Build interactive menus easily

  • Dialog/Script Display – Assist agents with on-screen prompts during calls

  • Disposition Management – Record feedback or status after each call

  • Retry & Follow-Me – Redial failed calls and route them as per defined logic

  • Agent Dialing & Call Routing – Smart agent assignment based on rules

  • Call Throttling – Manage call volume to maintain system stability

⚙️ Personalization & Regulatory Compliance

  • Custom Caller ID for brand consistency

  • Dynamic Tokens for personalized messages

  • DNC (Do Not Call) list compliance

  • Answering Machine Detection (AMD)

  • Adaptive messaging based on customer behavior

  • Channel & concurrent call limits per user

🚀 Powered by Open Source – SuiteCRM + ICTContact

ICTCRM combines two powerful open-source technologies:

  • SuiteCRM – A leading enterprise-grade CRM platform

  • ICTContact – An advanced multi-tenant contact center solution

Together, they deliver:

✅ Unified communications CRM
✅ Integrated campaign management
✅ Real-time sales and marketing automation
✅ Centralized customer data and interaction tracking

🎯 Use Case Scenarios

Industry

Use Case

Sales Teams

Manage leads, automate calling campaigns, track performance

Support Centers

Receive inbound tickets and handle calls with tracking

Marketing Teams

Run cross-channel campaigns and monitor engagement

Healthcare

Schedule and confirm appointments via voice/SMS

Legal Firms

Securely communicate via fax and manage legal cases

Education

Alert students and parents through SMS and voice updates

Government

Send emergency alerts or run citizen feedback surveys

🔗 Resources

💼 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

👉 Buy Now | Contact Sales