How does the process of interaction between the crm system and the call center proceed?

Question

CMS

Hello! It is necessary to choose a crm system that can be tightly integrated with the call center and sms mailing service.
On the example of a taxi company. Let's say he has a website where you can leave a request for ordering a taxi, or make an order by calling the taxi company. In both cases, an SMS with order confirmation is sent to the customer's number. Those are two separate sources: a site where you can leave a request for an order that falls into the CRM and a call center from where you can take orders and immediately fill everything in CRM, and there and there we receive SMS notifications. But how will they interact with each other? Application through the call center and application through the site? Can they duplicate? Suppose a person first orders a car through the application form on the site, and a month later he wants to order through a call center. Then we will get two separate profiles of one person, or is it still not?
What do you think?

Answer 1

Bitrix 24.
Built-in CRM
Module for sending SMS via sms4b.ru
Built-in calls, you only need to top up your account.
www.bitrix24.ru

Answer 2

how are you going to get two profiles when the client's id in the form of a phone is the same, the database will simply not allow you to add the second identical key to a unique field.
take any CRM written for a taxi or having a module for a taxi, and almost any CRM now has integrations with asterisks and other VoIP systems.

Answer 3

Interaction is carried out using the http-api CRM system and VOIP platform. You can look in the direction of kazoo (voip), I don’t recommend CRM, because they are all narrowly business-sharpened. Integration for SMS mailings - you can watch third-party services, write your own (having either modems or gsm-gateways) - the need for invention is cunning.