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title: "Built-In CRM"
canonical: "https://help.telegra.de/space/MCCE/9561348868857/Built-In%20CRM"
format: markdown
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The telegra Contact Center has an integrated CRM (Customer Relationship Management) database. This enables a 360-degree view of inquiring contacts across channels. The CRM is based on contact records in which customer details and contact histories can be stored.

Each customer is identified by criteria such as customer number, telephone and cell phone number, or e-mail address. In addition to the standard information (e.g. name and address), an administrator can define up to 64 records ("custom fields") that are associated with each customer. These records can be used to store industry-specific information for that customer.

When a company administrator activates the integrated CRM, CRM-specific elements are added to the agents' interface, allowing them to search for customers, make notes, and update customer-specific information through their agent client. All previous interactions with the contact center are also made available to the agent handling the object (based on the content of the CRM).

When a call or other message is received, the CRM attempts to match the customer to a CRM contact record (for example, by using the caller's phone number or the sender's e-mail address) and displays the record on the agent's screen. This allows the agent to view information about the customer (e.g., name, address, and VIP status) as well as any previous contacts. If the customer cannot be found, the agent can search for the customer using other criteria (e.g., customer number or zip code). If a CRM record is found, the agent can link the customer to that particular CRM record. If no CRM record is found, the agent can create a new contact record for the customer.

All user interactions are logged in CRM and notes are created for each new interaction (incoming or outgoing). During the automatic follow-up period, each employee has time to complete the contact record. During this time, he or she can also use the CRM to schedule a follow-up call at a later time. Any changes an agent makes to a contact record are saved for download or reported back to CRM.

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