Custom CRM & Embedded Call Center Integration

Explore our IT services: innovative solutions, cutting-edge technology, and expert support to transform your business digitally.

Case Details

Clients: Horizon Sky Group

Date: April 2026

Tags: Custom CRM, VoIP Integration, Call Center, Automation

Project Duration: 10 Weeks

Ready to Build Your Custom Solution?

Partner directly with our lead developers to architect software that perfectly fits your operational needs.

Contact With Us

Call us: (504) 446-4396

Working Time

24/7/365 Proactive Support

Schedule a Consultation

The Challenge

A high-volume national sales and support agency was losing hundreds of billable hours to a disjointed tech stack. Their representatives were forced to jump between a standalone desk phone system, a generic third-party CRM, and a separate calendar application. This constant context-switching resulted in missed appointments, unlogged lead data, and dropped calls. They needed a single, centralized platform where their team could manage the entire customer lifecycle—from the first cold call to the final booked appointment—without ever leaving their web browser.

The Lyttix Solution

We engineered a completely bespoke CRM platform featuring a seamlessly embedded cloud communication center.

Embedded VoIP Dialer & Call Routing We integrated a custom WebRTC softphone directly into the CRM interface. Representatives can now make outbound calls with single-click dialing and receive inbound customer calls right from their dashboards. The system automatically routes incoming calls based on active lead ownership and agent availability.

Unified Lead Data & Appointment Automation When a call connects, the CRM instantly pulls up the caller's complete profile, interaction history, and active tickets. As the call progresses, agents can log notes, update lead statuses, and seamlessly book appointments into a synchronized calendar—all while the system automatically records the call audio and logs the duration to the specific client file.

The Results

The unified platform transformed their sales floor, replacing a chaotic workflow with a highly streamlined, data-rich ecosystem.

Single-Pane-of-Glass Efficiency: Agents manage calls, leads, and calendars from one continuous browser window.

Automated Data Logging: Every inbound and outbound call is automatically logged, recorded, and attached to the correct client profile without manual entry.

Click-to-Dial Speed: Eliminated the time wasted manually dialing numbers on physical desk phones.

Advanced Analytics: Management gained real-time visibility into call metrics, lead conversion rates, and agent performance.

Customer Reviews of the Case

Before Lyttix built this system, our reps were doing double the work just to log a single conversation. Having the phone system built directly into the CRM is a total game-changer. When a customer calls, their entire history pops up instantly, and our team can book appointments on the fly. It has completely supercharged our daily productivity and data accuracy.

John Perz

VP of Sales at Horizon Sky Group