ERP – enterprise resource planning

Features

What you get with an ERP integration

• Order, payment, and delivery status on the agent's screen during the call
• The IVR or a bot reads out the order status, no agent needed
• Agents create orders or returns without leaving their window
• ERP events trigger calls and messages: payment reminders, delivery confirmations

Example

Example

A customer calls to ask where their order is. The platform finds them by phone number and pulls the status from the ERP: "out for delivery, arriving tomorrow." If that's all the customer needs, the IVR or a bot answers. If the question is more complex – say, part of the order is missing – the agent sees the order contents and processes a return for the missing item during the call.

Comparison

CRM vs. ERP: what's the difference

Both systems hold customer data, but from different angles: the CRM covers the customer relationship, the ERP covers the company's internal processes. Some systems do both: Odoo, for example, has a CRM as well as sales and inventory modules.

In CONTACT.WORK

How it works in CONTACT.WORK

We connect to ERPs and custom-built back-office systems through the API, tailoring the data exchange to your processes. Customers can hear ERP and billing data – order status, balance, delivery date – right in the IVR. Agents see the customer's order data, and back-office events can trigger calls and messages – for example, payment reminders. AI agents check order status through MCP connectors. Our team has hands-on experience with Odoo: the integration can include sales orders and inventory levels.