If you search for 'free call management software' or 'free call management system', you’ll see that Bitrix24 is the only solution on the market. Because we make money via phone number rental, outbound phone calls and SIP connector, we can give you call management features absolutely free.
Any call management system starts with ACD – automatic call distribution. Bitrix24 gives you option for both even call distribution (when incoming calls are distributed evenly between employees according to set order) and simultaneous call distribution (when all available agents hear the ring and the first one to respond carries on with the conversation). If your agent hasn’t logged in Bitrix24 or took a break, he or she will be automatically excluded from the queue until the log in again.
Bitrix24 also gives you ICR – intelligent call routing. Because Bitrix24 is a system that unifies CRM and call center in a single call management solution, phone calls from existing clients are routed automatically to an employee who’s been assigned to that client in CRM. Caller ID automatically matches phone number, client records and account manager inside the CRM. Calls from new clients whose numbers aren’t yet logged inside the CRM are routed according to queue settings. Missed phone calls (i.e. phone calls made over weekends or holidays) can automatically create new leads inside CRM that have to be followed up by your employees during next workday.
Naturally, Bitrix24 lets you set your own phone hours (aka business hours) and decide what happens to phone calls made during off hours (voicemail, call transfer, automatic hang-up). Internal employee extension numbers (aka DID or direct inward dialing) are available as well. All phone calls can be automatically logged and recorded.
Optimized for small business use, Bitrix24 works with your existing phone number (via SIP connector) but you can also rent phone numbers in 43 different countries. You can rent local ($4/mo), toll free ($6/mo) and international phone numbers ($11/mo).
Bitrix24 CRM manual is available here.
If you are interested in buying self-hosted editions of Bitrix24, which come with API, CMS and source code, can be easily customized and integrated with other tools, please download a trial version here.