Telephony and the power dialer in X10 CRM

Telephony is not a separate service sitting next to the CRM — it is part of it. Operators do not switch between a softphone and the customer card, managers do not reconcile two sets of statistics, and recordings live where the leads do. You bring the numbers from your telecoms provider; X10 CRM does the rest.

#Calling straight from the browser

An operator clicks the number on the lead card and the conversation starts in the CRM tab. There is no separate application to install on every machine, update and fix remotely. For a distributed team that is the difference between a new hire being live in a minute and half a day with a sysadmin.

• One-click calling from the lead card, the list or the call history.
• The card opens itself on an inbound call — the operator knows who is calling before saying hello.
• The call script on screen, when one is configured for that status or project.
• Transfer, hold and conference — all as buttons in the call window.
• One timeline — calls, SMS and messages sit together on the lead.

#The power dialer for outbound campaigns

When the base runs to thousands of contacts, manual dialling eats more time than the conversations do. The dialer takes a campaign, calls the next number itself and connects it to whoever has just become free. The operator works with their voice, not their mouse.

1. 01

   You create a campaign

   A filtered set of leads, a schedule, the number of attempts and the pause between them.

2. 02

   The system builds the queue

   The dialer decides who to call next and never calls the same contact twice.

3. 03

   The operator gets connected

   The customer card and script are already open — they can talk from the first second.

4. 04

   A disposition closes the call

   The operator records the outcome and the lead moves through the funnel automatically.

There is wrap-up time between calls: the operator finishes their note before the queue offers the next contact. That is what separates a managed campaign from a conveyor belt that burns the team out in a month.

#Inbound calls, queues and routing

For several brands or product lines, each project can have its own number, its own ring group and its own schedule — teams never hear each other's calls.

#Recording and supervisor tools

• Every conversation recorded automatically — nothing to switch on by hand.
• Live call monitoring for a supervisor when a new hire is handling a difficult customer.
• Real-time operator states — who is on a call, who is on a break, who is late.
• Plan versus actual on calls — duration, volume and conversion per operator.

Those recordings are the raw material for AI quality control: the system transcribes the conversation, scores it 0 to 100 and points at where the script was dropped. Manual listening is then reserved for what the AI flagged.

#What you need to connect it

• A contract with any IP telephony provider and numbers from them
• The connection details your provider supplies on request
• Headsets for the operators — the cheapest possible investment in call quality
• A list of extensions and inbound ring groups

The step-by-step setup, field by field, is in the documentation. The auto-dialer and outbound campaigns and call recordings — where they are stored, for how long and who can reach them — are documented separately. Our team configures it during onboarding.

#What it works with

Telephony is the centre of an operator's day, so it is usually switched on together with AI quality control, SMS triggers on status changes and delivery, so orders close in one window.