Omnichannel Dialer & CRM Integration

We are looking for an experienced developer or development team to build an Omni-Channel Dialer Platform that allows customers to communicate with us through multiple channels from a unified system.

The system should allow customers to connect through their preferred communication channels such as:
Voice Calls (Inbound & Outbound)
Video Calls
Email
SMS
Social Media Messaging Platforms:
Facebook Messenger
Twitter / X
Instagram
WhatsApp

The platform must integrate with our Voice Bot Platform through API or Webhooks so that calls and conversations can be routed to our bot when required.

Core Features Required:
Omni-Channel Communication
Unified dashboard for all channels
Real-time conversation management
Incoming and outgoing communication support
CRM Integration
Built-in Customer CRM or integration with external CRM systems
Store customer details, interaction history, and conversation logs
Track customer activity across all channels
Ability to create/update customer profiles automatically
Analytics & Reporting Dashboard
The system should provide analytics including:
Number of Inbound Calls
Number of Outbound Calls
Number of Chat Conversations
Number of Messages (WhatsApp, Messenger, etc.)
Number of Emails sent and received
Agent performance metrics
Daily / Weekly / Monthly reports
API / Webhook Integration
Integration with our Voice Bot Platform
Ability to trigger bots during inbound or outbound calls
Event-based webhook support
Scalability & Security
Scalable architecture
Secure authentication and data protection
Role-based access for admins and agents
Preferred Developer Skills:
Experience building contact center platforms or omnichannel communication systems
Experience with VoIP, WebRTC, messaging APIs
Strong API and webhook integration experience
Experience with CRM systems and analytics dashboards
Deliverables:
Fully functional Omni-channel dialer
CRM integration
Analytics dashboard
Documentation and deployment support

Please include in your proposal:
Relevant past projects
Technology stack you plan to use
Estimated timeline
Total project cost