Avantage CRM — Built by C Square, Built for CX

The only CRM built from scratch for the way contact centre agents actually work.

Salesforce and Dynamics are great CRMs built for sales teams and then adapted for contact centres. Avantage CRM is the other way around built by the team with 16 years of contact centre delivery experience, for the agents handling your customers, the supervisors managing your teams, and the leaders measuring your outcomes. Native Genesys integration. No middleware. No adaptation required.

Platform Capabilities

The full Avantage CRM stack built for every role in your contact centre.

Every feature in Avantage CRM is designed around the contact centre workflow not the sales cycle. This is what purpose-built looks like.

360° Customer Profile

Complete customer history across all channels the moment an interaction arrives — voice, chat, email, SMS, social. No searching, no switching systems.

Genesys Native Integration

Screen pop, click-to-dial, and activity logging without middleware. What happens in Genesys updates Avantage CRM automatically, in real time.

Multi-Channel Activity Log

Every call, chat, email, and case logged automatically as a CRM activity. No manual data entry, no missed interactions, no compliance gaps.

Case Management

End-to-end case lifecycle from first contact to resolution. SLA tracking, escalation rules, automated routing, and full audit trail on every case.

Guided Agent Workflows

Step-by-step agent scripts and next-best-action prompts for every interaction type. Consistent service delivery, reduced training time, fewer errors.

Automated After-Call Work

AI-assisted call summaries, automated disposition tagging, and CRM activity creation — cutting average wrap time without reducing data quality.

Real-Time Dashboards

Live agent activity, queue performance, and SLA status in a single supervisor view. Configurable alerts when metrics fall outside defined thresholds.

Interaction Analytics

Automated quality scoring, agent productivity reports, and customer satisfaction tracking built directly on your Avantage CRM interaction data.

BI & Reporting Integration

Avantage CRM data connected to Power BI, Tableau, or Snowflake for executive reporting, journey analytics, and cross-system customer intelligence.

Our Four-Phase Deployment Model

The same structured approach used across every Avantage CRM deployment. Fast to go-live, built to last.

Discovery

Requirements mapping, current CRM audit, Genesys integration inventory, and success metrics definition. One week. C-suite, ops, and IT aligned before design begins.

Configure

Avantage CRM configuration for your workflows, case types, routing rules, and agent desktop layout. Genesys integration tested in full before any agent sees it.

Deploy

Controlled rollout by team or division. Agents trained, supervisors briefed, live monitoring from day one. Parallel running with existing CRM until confidence is confirmed.

Optimise

Ongoing configuration enhancement, AI tuning, new workflow development, and BI integration. Your Avantage CRM evolves as your contact centre grows.

Why Avantage CRM

1 Built by C Square 16+ Years CX Expertise

2 CRM Users 12,000+ CRM Users Supported

3 Integration Native Genesys No Middleware

4 Deployment On-Premise · Cloud · Hybrid

FAQ

What Buyers Ask Us About Genesys Cloud

Questions drawn from real enterprise procurement conversations.

What is Avantage CRM and who built it?

Avantage CRM is C Square’s own customer relationship management platform — designed and built by our engineering team specifically for contact centre and customer experience operations. Unlike Salesforce or Microsoft Dynamics — which are general-purpose CRMs adapted for contact centre use — Avantage CRM is built from the ground up around agent workflows, case management, and Genesys integration. It is supported directly by the team that built it.

How does Avantage CRM integrate with Genesys?

Avantage CRM integrates natively with both Genesys Cloud CX and Genesys Engage (PureEngage) without requiring middleware or a third-party connector. When an interaction arrives on Genesys, the customer’s full profile is automatically surfaced in Avantage CRM within seconds. Calls, chats, and cases are logged automatically as activities, and case creation can be triggered directly from interaction events in Genesys.

Can Avantage CRM be deployed on-premise?

Yes. Avantage CRM is available as an on-premise deployment, a cloud deployment on AWS, or a hybrid configuration. On-premise is specifically designed for organisations with data residency requirements in Pakistan, Saudi Arabia, UAE, and other regulated Gulf markets where customer data must remain within defined geographic boundaries.

How long does an Avantage CRM implementation take?

A standard Avantage CRM deployment — including Genesys integration, workflow configuration, user setup, and agent training — typically takes 4–8 weeks. Deployments involving complex back-office integrations or large agent populations may take 8–14 weeks. C Square provides a scoping and timeline at the outset of every Avantage CRM programme.

Is Avantage CRM only for organisations that already use Genesys?

Avantage CRM is optimised for Genesys environments and delivers its best value with native Genesys integration. However, it can also be deployed independently as a contact centre CRM for organisations using other telephony platforms — accessed via standard API integration rather than the native Genesys connector.

What kind of support does cSquare provide for Avantage CRM?

As the developer of Avantage CRM, C Square provides direct product support. There is no third-party vendor involved — our engineers know every line of the platform and every aspect of your specific deployment. Support is provided under C Square’s standard managed services SLA tiers, including 24/7 options for organisations with mission-critical uptime requirements.

See Avantage CRM Running on Your Genesys Environment

We’ll bring a working Avantage CRM environment and show you exactly how it looks for your agents and supervisors with your Genesys integration live, your case types configured, and three real workflow scenarios from your operation.