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Integrations

Creatio contact center integration

Your sales and service teams get Creatio and telephony working as one system. The account manager who owns the customer gets the call first, the agent sees the contact and open cases before answering, and the call outcome and audio land in the CRM right away. A call from an unknown number becomes a lead, and a call about an open issue is added to the existing case. We connect telephony and messaging apps through Creatio's APIs without touching its base configuration.

Get a quotePricing
3product areasSales, marketing, service
0configuration changesSync through APIs
1integration userNo licenses for agents
Allin the contact historyCalls and messages

Capabilities

What you get with Creatio

Customers talk to their own managerThe customer's account manager in Creatio gets the call first, so the conversation doesn't start with a recap.
Calls get straight to the pointThe contact, account, and open cases are on screen, so there's no need to quiz the customer.
Calls turn into leads and casesAn unknown number becomes a lead, and a call about an ongoing issue is logged to the case.
The full picture of every customerCalls and messages are available to anyone who opens the customer record.

Examples

How teams use it

Three everyday situations in sales and service.

A lead from a call

Someone who isn't in Creatio calls. The agent answers and fills out a short call form, and a lead appears in Creatio with the source set to Call and the ad campaign filled in. Creatio's rules assign a manager, and the call audio is available right in the lead.

  • Lead from the agent's call form
  • Source and campaign filled in
  • Recording in the lead record
Example 1 of 3

Manager assignment rules are set up in Creatio and aren't duplicated in the platform.

How it works

Setups, routing, and data sync

Setups

Where your team works

Sales can work right in Creatio: an incoming call opens the contact record. The contact center line answers from the CONTACT.WORK interface, with the Creatio fields you need pulled into the call form. Both setups can run at the same time for different departments.

  • Creatio record opens on the call
  • Creatio data in the call form
  • Different setups per department

Routing

Who gets the call

The call goes first to the account owner listed on the account record or to the owner of the open case. If they don't answer, the call moves to the department group. Calls from unknown numbers are distributed among all agents.

  • Account owner first
  • Case owner
  • Then the department group

Sync

Through Creatio's APIs

The platform syncs with Creatio through its OData and web services, using a single integration user. A separate package adds call buttons and the line panel inside Creatio; the base configuration doesn't change.

  • OData and web services
  • One integration user
  • UI package on request

Setup

How we connect Creatio

  1. 01AssessmentWe look at which Creatio sections you use and which processes depend on calls.
  2. 02DesignWe decide who works directly in Creatio and who works in the platform interface.
  3. 03AccessThe sync needs one service account – your agents don't need Creatio licenses.
  4. 04FieldsWe map the agent's call form to contact, lead, and case fields so data is never entered twice.
  5. 05RoutingWe set up calls to go to the account manager or case owner and, if they're busy, to the department group.
  6. 06TestingWe check how activities, leads, and cases appear in a test environment, and only then move the settings to production.

Requirements

What you'll need on the Creatio side

Creatio
Any deployment with API access
Access
A Creatio user for the sync
Environments
Test and production – we verify settings before moving them
Telephony
Your current telephony stays in place
Platform
Our cloud or your own server – your choice
Billing
Setup hours under your support plan

Preparation

What to have ready

Which Creatio products?Sales, marketing, service – what you use.
Where is Creatio deployed?Cloud or your own servers, and the version.
Who is the admin?Someone with permission to configure Creatio.
What should a call create?An activity, lead, case, or task.
Who works in Creatio?Departments that need the record to open on a call.
Is there a test environment?A copy of Creatio for testing settings.

Q&A

Frequently asked questions

What will the agent see when a call comes in?

The contact, the account, open cases, and the account manager – all before picking up.

Will calls be saved in Creatio?

They will. After each call, Creatio logs an activity with the audio, duration, and outcome.

Can calls generate leads?

A call from a new number immediately becomes a lead with its source and campaign, and Creatio's rules take it from there.

How is a call linked to an open case?

If the caller has an open case, the case owner takes the call, and the conversation and audio are attached to the case.

Do we have to buy Creatio licenses for agents?

No. Agents on the line work in the platform interface, and the sync runs under one technical user.

Do you change the Creatio configuration?

Your Creatio configuration stays untouched. Call buttons inside Creatio come from a separate package that can be removed entirely.

Does it work with Creatio in the cloud?

It does, as long as the platform can reach Creatio's APIs over the network. We confirm this during the assessment.

Will messages from messaging apps reach Creatio?

They will. Everything the customer sent on WhatsApp, Facebook Messenger, Telegram, or web chat is stored with the contact next to calls.

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How is connecting Creatio different from other CRMs?

The approach is similar; versions and APIs differ. For each system, we test the setup in its own test environment.

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How is Creatio integration billed?

The platform has no license fees, and the work is billed under your support plan. The scope depends on your Creatio products and setup – we'll estimate it once we've seen your system.

Pricing calculator →

Glossary

Terms on this page

API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

Other integrations

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Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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