When deciding on a system to use the first thing to consider is what you need a system for. The table below lists a number of key business functions together with how CallPro CRM and MS Dynamics CRM handle them. Note the call center functionality is listed first. You just need to decide which functions you need to decide which system to choose.
What was it designed for?
Expected number of calls per day
Increased calls = increased success rate
Telephone integration (CTI)
Dial directly from the CRM
Used in call centers to define which records each agent will call
Call next record
Ease of moving to the next record to call
Action call-backs at the right time
Call logging and result workflow
Call scripts and Call Guides
Ability to manage an appointment booking
Email marketing capability
Number of databases
eg for outsource companies, company departments, data management
Manipulate data in bulk
Data privacy management
GDPR and privacy control
Induce competitiveness in the sales team
Data backups and restore
Ability to restore data to a previous backup
User screen design
Two factor authentication
High volume outbound calling and associated tasks, including email marketing
Preview dialing, auto-dialing and hangup. Out-of-the-box integration with a wide variety of phone systems, including TAPI and the low cost FIVECRM VoIP
Out of the box. Can be predefined in the User Profile for each agent.
Out of the box. Single click to save the current record and dial the next one.
Call-backs presented automatically at the right time.
The user can filter manually. Alarms also available.
Wrap-up section used to select call outcome, set call-back, type notes and initiate workflow.
Easy workflow configuration for call and data management. Automatically shows next record to call.
Extensive call scripts and also call guides.
Out of the box
Advanced multi-step campaigns, one-off/scheduled/dynamic/triggered with link tracking and subscribe management.
Out of the box capability to create up to 999 databases.
Extensive bulk data management functions, including assign, update, copy, move, import/insert/update,export,deduplicate, delete
Extensive functionality to manage contact channel permissions and all lawful basis.
Single flexible object to store all and any type of customer records, differentiated by various criteria
Standard. User defined fields and extensive screen layout options.
Android only, for reporting
Live phone, chat, email support included. Maximum 4 hour response on emails. UK hours: 8:30am - 10pm; US hours: 8:30am - 5pm EST
General customer management, wide range of other functionality needing configuration and add-ons for a wide range of other generic uses
CTI provided by third party apps(additional cost). Auto-dialing depending on app.
Needs additional Marketing Automation licence
Manually find the next record to call.
The user must filter manually. Alarms available.
Log activity, set task. No automatic workflow. Return to list, manually select next record to call (enables cherry picking)
Agent scripts available. No call guides.
Basic mass email. No tracking or unsubscribe management.
External add-on apps available (chargable)
Can create multiple "Business Units". However, data structure changes affect all Buiness Units
Basic functionality, import, export, deduplicate
Fixed objects for Leads, Accounts, Contacts
Apps available for additional cost
Live phone support, various options
"The beauty of your solution [CallPro CRM] is that it’s easily customisable and works really well in high volume lead generation and telesales environments out of the box."
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