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:
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Role-based access control, user groups, and permission settings
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REST APIs for third-party software integration
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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:
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Voice Calls
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Fax
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SMS
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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
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Role-based user access with permission control
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Security Suite Groups for protecting sensitive data
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REST API access for external tools
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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:
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Predictive Dialing – Automatically dials multiple contacts and connects answered calls only
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Power Dialing – High-speed dialing to maximize agent productivity
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Preview Dialing – Review contact details before initiating calls
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Manual Dialing – Personal approach with full agent control
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Progressive Dialing – Dials one contact after agent availability
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Inbound Dialing – Smart routing for incoming calls via IVR or rules
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Press 1 Campaigns – Interactive campaigns using user keypad input
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Appointment Reminders – Automate reminders via voice or SMS
🧬 IVR & Agent Productivity Tools
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IVR Studio & Designer – Build interactive menus easily
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Dialog/Script Display – Assist agents with on-screen prompts during calls
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Disposition Management – Record feedback or status after each call
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Retry & Follow-Me – Redial failed calls and route them as per defined logic
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Agent Dialing & Call Routing – Smart agent assignment based on rules
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Call Throttling – Manage call volume to maintain system stability
⚙️ Personalization & Regulatory Compliance
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Custom Caller ID for brand consistency
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Dynamic Tokens for personalized messages
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DNC (Do Not Call) list compliance
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Answering Machine Detection (AMD)
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Adaptive messaging based on customer behavior
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Channel & concurrent call limits per user
🚀 Powered by Open Source – SuiteCRM + ICTContact
ICTCRM combines two powerful open-source technologies:
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SuiteCRM – A leading enterprise-grade CRM platform
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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