Comprehensive customer relationship management designed specifically for contact centers
Generic CRM systems work fine for sales teams, but call center agents have unique needs. When a customer calls, your agents need instant access to complete interaction history, account details, preferences, and service records. They need to capture information rapidly while on the phone, not after hanging up. They need to route decisions based on customer value and issue complexity, not just agent availability.
Rubi Professional is a call center CRM built from the ground up for inbound and outbound contact center environments. Every feature, every workflow, every interface element is designed with agent productivity and customer satisfaction in mind. The result is a system that feels natural to contact center agents and delivers measurable improvements in first-call resolution, customer satisfaction, and operational efficiency.
Your team deserves tools built for how they actually work, not generic software requiring complex workarounds. Rubi Professional is that tool.
Not a generic CRM shoehorned into call centers. Every feature optimized for agent productivity.
When a customer identifier arrives (phone number, email, account ID), Rubi instantly assembles complete customer profiles including all interaction history, account status, preferences, purchase history, and previous issues. Agents see the full context in seconds, enabling more informed and personalized service.
No more lost information. All conversation details, decisions, and outcomes are automatically saved to customer records. Agents stay focused on the call, not paperwork. Call summaries, follow-up actions, and next steps are captured in searchable, structured format for quality assurance and compliance.
Every call, email, chat, and SMS conversation with a customer is stored chronologically in their profile. See the complete customer journey from initial inquiry through resolution and retention. Understand patterns, recognize repeat issues, and identify opportunities for proactive engagement.
Find customers and information instantly. Search by phone, email, name, account number, or custom fields. Fuzzy matching helps find customers even when caller information is incomplete or misspelled. Saved searches and quick-links put frequently-accessed information one click away.
Track outbound campaigns, promotional offers, and service initiatives at the customer level. See which campaigns customers are enrolled in, what communications they've received, and their response history. Use campaign data to personalize inbound interactions and measure campaign effectiveness.
Tailor Rubi to your business with unlimited custom fields. Create industry-specific attributes for customer value scoring, risk profiles, product preferences, or anything else relevant to your operation. Custom fields appear throughout the interface and participate in search, reporting, and automation.
Automatically segment customers into meaningful groups based on behavior, value, tenure, or custom attributes. Segments drive intelligent routing, personalized scripts, and targeted retention offers. Update segment membership in real-time as customer behaviors change.
Store unlimited notes, attachments, and documents in customer records. Agents add observations during calls; system automatically timestamps and attributes notes to the correct agent. Search across all notes to find relevant information from previous interactions or similar customer situations.
Situation: Agent A handles a customer call and promises follow-up. Information is jotted on a sticky note that disappears. When Agent B takes the customer's next call, they have no idea about the commitment made. Customer is frustrated, and you have a compliance gap if a regulator asks about that interaction.
Rubi Solution: Auto-save captures all commitments, decisions, and action items automatically. When Agent B accesses the customer record, previous promises are visible with timestamps and details. Compliance audits show complete interaction records with no gaps. Customer satisfaction improves because continuity is maintained.
Situation: Some agents are phenomenal at personalizing interactions; others follow rote scripts. Service quality varies dramatically depending on which agent picks up the call. Customers experience inconsistent treatment, and satisfaction metrics fluctuate unpredictably.
Rubi Solution: Complete customer visibility means every agent can provide personalized service. All agents see the same 360-degree customer view, understand previous conversations, and can reference personal details. Combined with AI recommendations, service consistency improves dramatically while maintaining agent autonomy for genuine personalization.
Situation: Agents lack critical context during calls, requiring transfers and callbacks. Average handle time increases, customer frustration grows, and operational costs rise. Your first-call resolution rate lags industry benchmarks.
Rubi Solution: Complete customer context means agents can resolve more issues on the first interaction. Rubi's AI identifies recommended solutions based on historical outcomes with similar customers. Transfer rates drop 20-30%, handle times decrease, and first-call resolution improves measurably within weeks of deployment.
Situation: Marketing launches a campaign, but nobody knows if customers enrolled in it are responding positively or negatively during phone interactions. Campaign ROI remains unmeasured, and customer perception of the campaign is unknown.
Rubi Solution: Every customer record displays active campaigns and communication history. When customers call, agents can reference campaign details, gauge sentiment, and adjust the interaction accordingly. Closed-loop feedback between campaigns and contact center creates unprecedented insight into campaign effectiveness.
Situation: As customer volume grows, you hire more agents. But each new agent requires weeks of training to understand complex customer situations and historical context. Training costs and time-to-productivity become significant obstacles to growth.
Rubi Solution: New agents become productive much faster when customer context is visible in the system. No need to memorize customer histories or complex business rules. Rubi provides the context and AI recommendations new agents need to perform like veterans. Onboarding time drops from weeks to days.
Rubi Professional's CRM is built on a flexible, extensible data model designed for contact center environments:
Central object storing customer identity, demographics, preferences, and status. Every customer has a unique ID and can be accessed via multiple identifiers (phone, email, account number). Customer records support unlimited custom fields and attributes for industry-specific needs. Rubi maintains automatic deduplication and merge capabilities to keep customer records clean.
Every inbound call, outbound call, email, SMS, chat, and callback is stored as an immutable interaction record. Each interaction captures duration, agent, disposition, customer sentiment, and full conversation notes. Interactions link to originating campaigns, customer requests, and resolution outcomes. Query interactions by date range, agent, disposition, or sentiment for quality assurance and coaching.
Agents can create tasks, reminders, and follow-up activities from customer records. Tasks track assignments, due dates, completion status, and outcomes. Task completion triggers next actions and notifications. Leaders gain visibility into team workload and task completion rates for capacity planning and performance management.
Model complex customer relationships including decision makers, family members, related accounts, and associated organizations. Track relationship types and primary contacts. When one customer calls, see related accounts and decision makers in a single view for comprehensive service and cross-sell opportunities.
Track every customer's enrollment in outbound campaigns, retention programs, and promotional initiatives. Store enrollment dates, communication status, and response indicators. When customers inbound, agents see active campaigns and can gauge campaign resonance based on customer sentiment and feedback.
Rubi integrates with accounting systems, ERP platforms, industry-specific software, and data warehouses. Customer data from accounting systems automatically populates in Rubi. Interaction outcomes feed back to business systems for closed-loop reporting and compliance. APIs support custom integrations for unique business requirements.
Rubi Professional's interface is optimized for speed and efficiency:
Global search bar appears in the Rubi header on every page. Type any customer identifier and hit enter. Matching customers appear instantly, ranked by likelihood. Click a customer to view their complete profile. Agents find customers in 1-2 seconds, even at the start of busy call sessions.
Rubi's agent dashboard shows: customer profile, interaction history timeline, active tasks, next action recommendations, and available campaigns. All information is visible at a glance without scrolling. Agents can update customer records or add notes with single clicks while actively engaged on calls.
Common actions have dedicated buttons: click to schedule follow-up, click to create task, click to transfer call to specialist, click to pull customer's preferred language. No multi-step wizards or complex menus. Agent attention stays on the customer, not the software.
As agents type notes or search, Rubi suggests common phrases, previous customer comments, and relevant information from similar customer histories. Auto-complete reduces typing, decreases errors, and helps agents find relevant historical information quickly.
Rubi supports dark mode, adjustable font sizes, high-contrast themes, and keyboard navigation for agents with different abilities. Agents customize their dashboard to show information most relevant to their role. Supervisors can enforce consistent layouts while allowing individual preference for colors and text sizes.
Contact centers deploying Rubi Professional consistently report measurable improvements:
Average improvement of 18% in first-call resolution within 90 days of Rubi deployment. Agents have complete customer context and AI recommendations for common issues. Callbacks and transfers drop proportionally, improving customer satisfaction and reducing cost per interaction.
Average CSAT improvement of 14 points (on 100-point scale) after implementing Rubi CRM. Customers experience consistent, informed service and reduced follow-up needs. Agents spend less time searching for information and more time engaging customers.
Agent handle time typically decreases 12-15% with Rubi's context and AI assistance. Agents spend less time searching for information and more time with customers. Average calls handled per agent per day increases without sacrificing quality. Overtime and burnout decrease as agents become more efficient.
Complete interaction records eliminate gaps in compliance audits. Call recordings, notes, decisions, and follow-up actions are all captured and searchable. Regulatory audits proceed faster with comprehensive documentation. Risk of compliance violations decreases significantly.
For the first time, marketing and contact center have unified visibility into campaign performance. Knowing which campaigns drive positive vs. negative sentiment during inbound calls enables smarter campaign decisions and better targeting. Campaign ROI becomes measurable and optimizable.
Stop using generic CRM solutions. Deploy a platform engineered specifically for call centers
Start Free 15-Minute SetupQuestions? Call us at 321-510-7824
Generic CRMs are built for sales teams. They focus on pipeline management, deal tracking, and forecast collaboration. Rubi is built specifically for contact centers with features like auto-save, screen pop, sentiment analysis, and agent-optimized interfaces. For call centers, Rubi is dramatically more efficient than generic CRMs.
Yes. We support migrations from Salesforce, Microsoft Dynamics, legacy CRMs, and even spreadsheets. Our migration team handles data mapping, deduplication, and validation. Most migrations complete in 2-4 weeks depending on data complexity and volume.
Rubi Professional maintains SOC 2 Type II compliance, end-to-end encryption, and enterprise-grade security. We support HIPAA for healthcare, PCI-DSS for payment processors, and GDPR for European customers. Data is never shared with third parties, and you maintain complete data ownership.
Yes. We provide pre-built integrations with QuickBooks, NetSuite, SAP, and others. Custom integrations are available via API. Customer data from accounting systems flows into Rubi automatically, keeping information synchronized across platforms.
Rubi includes consent tracking and GDPR-compliant data handling. Store customer communication preferences, track opt-in/opt-out status, and restrict access based on consent. Automated reports show compliance status and flag customers with expired or missing consents.
Rubi provides hundreds of pre-built reports including customer lifecycle analytics, campaign performance, agent productivity, quality metrics, and compliance reports. Custom reports can be created without coding. Real-time dashboards show key metrics with drill-down capability to individual customer or agent detail.
Extensively. Create unlimited custom fields, configure workflows, build automation rules, and create custom reports without coding. Our professional services team can implement complex customizations like industry-specific scoring models or multi-step approval workflows.
Basic setup takes 15 minutes for immediate productivity. Full deployment with customizations, integrations, and training typically takes 4-8 weeks depending on complexity. We provide implementation support and staff augmentation if needed for faster deployment.