Call-center Profiling utility

The requirement is that of a single-functionality-call-center-CRM support module. A case-based scenario of the functionality is as follows: Every time a customer calls up (on phone), the system checks (database entries) if the customer is an old customer or the first time customer. If the customer is an old customer, the system needs to display/flash customer's profile to the call-center-representative, when the call is being received; following which the representative picks the phone and do the needful. If the customer is a new customer i.e. the call is being received from a 1st time customer, a form should automatically open, in which the representative can feed the customer's information, which on pressing save button, will update the database with the customer's information.