Ontech CRM Features
Enterprise customer engagement, omnichannel communications, AI-powered analytics, and industry-specific solutions — all in one platform.
Unified Inbox
All customer conversations from every channel in one view. Your agents never miss a message whether it comes from USSD, SMS, WhatsApp, Email, Live Chat, Facebook, or Voice.
- Single view for all channels (7+ channels)
- Smart routing and auto-assignment
- Canned responses and templates
- Real-time collaboration between agents
- Interaction SLA monitoring per channel
Cloud PBX & Telephony
Integrated CloudPBX with WebRTC softphone, call recording, IVR, and real-time CDR analytics. Make and receive calls directly from the CRM with full customer context on screen.
- WebRTC browser softphone (SIP.js)
- Click-to-call from any customer record
- Real-time call detail records (CDR)
- Agent extension management and status
- Call webhooks for incoming/missed/answered events
- Communications dashboard with live monitoring
Case Management
Track and resolve customer issues with automated workflows, SLA monitoring, and escalation management. Built-in compliance tools for BOZ, PIA, and other regulatory complaint reporting.
- Automated SLA tracking and breach alerts
- Multi-level escalation workflows
- Regulatory-compliant complaints register
- Resolution time analytics
- Acknowledgment monitoring and auto-reminders
Lead Management & Sales Pipeline
Capture leads from any channel, enrich them via web scraping, score with AI, and move through visual Kanban pipelines. Track deals from first touch to closed-won with full attribution.
- Multi-channel lead capture (web, USSD, API, manual)
- Web scraping lead enrichment (BeautifulSoup)
- AI-powered lead scoring and next-best-action
- Visual Kanban pipeline with drag-and-drop
- Stage-based approval workflows
- Stale lead alerts and pipeline rotting monitor
AI Proposal Generator
Generate professional, branded proposals in seconds using AI. Auto-populate from lead data, select products, customize pricing, and send shareable links with built-in approval workflows.
- AI-generated executive summaries and scope
- Product catalog with dynamic pricing
- Multi-level approval before sending
- Public shareable links with expiry tracking
- Compliance section auto-generation
- PDF export and version history
SLA & Auto-Escalation Engine
Define SLA rules per case type, priority, and customer segment. The engine monitors deadlines, sends breach alerts, and escalates to the right people when targets are at risk.
- Configurable SLA rules per case type and priority
- Multi-level escalation with custom triggers
- Pre-breach warning notifications
- BOZ escalation workflows
- SLA performance dashboards
Campaign Management
Create, schedule, and track marketing campaigns across SMS, email, and WhatsApp. A/B test messages, segment audiences, and measure ROI in real time.
- Bulk SMS via local MNO gateways (Airtel/MTN/Zamtel)
- Email campaign builder with templates
- Scheduled campaign start with sequence processing
- A/B testing and audience segmentation
- Campaign performance dashboards
Collections & Recovery
End-to-end collections management with smart queue allocation, promise-to-pay tracking, field agent assignment, aging analysis, and automated payment reminders.
- Smart collection queue assignment
- Promise-to-pay tracking with follow-ups
- Aging analysis and delinquency reports
- Automated SMS/email payment reminders
- Auto-dial callback processing
AI Analytics & Chatbot
Ask questions about your data in natural language and get instant insights. Deploy an AI chatbot that handles inquiries 24/7 with seamless handoff to live agents.
- Natural language data queries (Claude AI)
- Predictive customer segmentation
- Revenue and trend forecasting
- AI chatbot with intent recognition
- Account lookups and FAQ resolution
- Customer health score batch processing
Customer 360
A complete view of every customer — profile, interaction history across all channels, cases, payments, loans, and behavioral patterns. Everything your agent needs in one screen.
- Unified customer profile
- Cross-channel interaction timeline
- Document and note attachments
- Customer health scoring
- Linked leads, cases, and proposals
Agent & Workforce Management
Manage agent schedules, skills, availability, and performance. Optimize staffing based on queue volumes and telephony status with real-time dashboards.
- Agent shift scheduling and availability
- Skills-based routing and assignment
- Real-time agent performance dashboards
- PBX extension status (online/offline)
- Role-based access with granular permissions
Customer Self-Service Portal
A branded portal that empowers customers to manage accounts, submit cases, view statements, and make payments without agent intervention.
- Account statements and transaction history
- Online payments and billing
- Case submission and status tracking
- Product catalog and applications
- OTP-based secure authentication
Reporting & Compliance
Real-time dashboards, scheduled email reports, regulatory exports, and ClickHouse-powered analytics. Compliance-ready for BOZ, PIA, ZRA, and Data Protection Act 2021.
- Real-time operational dashboards
- Scheduled report email delivery
- Excel, PDF, and CSV exports
- Audit trail with 7-year retention
- ERP sync health monitoring
Integration Capabilities
Connect Ontech CRM to the services your business already uses.
USSD
Short code menus on all networks
CloudPBX
WebRTC softphone, CDR, IVR
SMS Gateway
SMPP to Airtel, MTN, Zamtel
Business API integration
Mobile Money
Airtel, MTN, Zamtel payments
RTSA
Vehicle verification lookup
REST API
76+ endpoints, Swagger docs
Webhooks
Event-driven integrations
LDAP / SSO
Active Directory integration
ERP Sync
Invoices, contracts, projects
ICTM
Cyber Security Act compliance
ClickHouse
Analytics data warehouse
Industry Solutions
Purpose-built configurations for Zambia's key sectors
FinTech
Digital lending, collections, mobile money, BOZ compliance
Contact Center
Omnichannel CRM, cloud PBX, workforce management, AI
Enterprise IT
Cloud infrastructure, ERP, cybersecurity, ICTM compliance
See It in Action
Schedule a personalized demo and see how Ontech CRM can transform your customer engagement.