Call center CRM: all your written channels in one panel, measurable

It brings every written channel except phone into a single panel: WhatsApp, Instagram DMs and comments, Messenger, Telegram and web chat all land in the same inbox; conversations are assigned to team members, AI analyzes sentiment and complaints, and performance is reported. Let's be clear: ÖzgürKod is not a PBX or IVR system; your voice call infrastructure stays exactly as it is. ÖzgürKod is the layer that carries the setup you already have on the voice side over to written channels.

With round-robin assignment, incoming conversations are distributed among team members in turn; each conversation has a single owner, so two team members no longer give different answers to the same customer. When the "team members see only their own customers" permission is on, a team member sees only the conversations assigned to them, while the supervisor sees the whole queue. When needed, a conversation is handed over with its notes to another team member or to a supervisor; because the history moves with the card, the customer does not have to tell the story again.

For every conversation it produces a summary, sentiment, intent and objection category; it sorts messages into classes such as warm, urgent, complaint and asking about price, and offers the team member a suggested reply. An angry customer does not wait in the middle of the queue — they stand out with their tag. It prepares daily and weekly summaries for the manager; you ask questions like "where are complaints concentrated today" right in the dashboard with natural-language report queries. Analysis is a decision-support tool; the final word to the customer always belongs to the team member.

Yes. The team member performance report shows who handled and closed how many conversations, alongside channel-based traffic, complaint tag rates and period-over-period views. In the monthly presentation to the client business, the answer to "what happened on the WhatsApp side this month" is dashboard data, not a guess. With natural-language report queries you also get instant answers to questions like "what did people message about most this week". The data can be exported and added to your own report template.

No; a chatbot does not solve every problem on its own, and promising that would not be honest. Here is what it does: in a scenario you design with the visual flow builder, it sends the first reply 24/7, answers frequently asked questions, classifies the request and collects information such as order numbers; at the point where a human needs to take over, it hands the conversation to a team member. Outside business hours the customer is not left without a reply, and in the morning the team member starts with the information ready. Complex complaints and special cases always stay with your human team.

Role-based permissions are built for this: each agent can access only the projects and conversations assigned to them and cannot see another company's customer data. Access logs record who viewed which record and when, so you can offer your client companies an accountable setup for KVKK (Turkey's personal data protection law). On WhatsApp, multiple numbers connect to the same panel, and each line's traffic is separated by its own tag. Supervisors monitor all projects from one screen while teams stay in their own area.

In practice they describe the same need. Businesses usually search for "Call center software", "Call center software", "Call center job tracking software“ or “customer management software”; “CRM” is this solution is the international name. ÖzgürKod delivers all of these names on one platform: customer communication, appointments, quotes and orders, payment collection and reporting are all in one place. So whatever term you search with, the solution you reach is the same; you don’t need to set up separate software.