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Generally, the call centers, BPOs, KPOs use both, call center solution and CRM system. Elision has been offering call center CRM integration for all different types of call center solutions and CRM systems, including, open source and proprietary systems. Here are some examples:

VICIDial vTiger Integration
VICIDial Zoho Integration
Call center vTiger Integration
Call center SugarCRM Integration
Call center SuiteCRM Integration

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