I speak because I am advising my brother who already has a local partner for the implementation of odoo in his company, he is a commercial manager and part of his department has telemarketing, I am a business administrator and I am currently working as telephone technical support for another company, having knowledge in the sector, I will send you feedback so that if possible these functions are integrated for the future: 

-Customer authentication in calls or chat for existing customers to block sensitive crm information, for example, either through a pin, the last 4 of the social, security question or two steps of verification, id scan, to prevent fraud, especially if there are means of payment in the client's user. 

-have authorized users for existing customers 

-That the recordings of voip calls have a screen recording

 -That the recordings of the calls have a transcript. 

-that there is an integration of WhatsApp to chat since many times people do not have email or use less the sms, even in these times, especially persons that hare in low income or are in their 60's.

- That they improve the way to request a software improvement, my proposal is a uservoice type, that the clients give their feature and the others vote, this to improve the product backlog and have open innovation, I know that the forum is gonna change, I'm looking forward to have a look