Weitere ähnliche Inhalte Ähnlich wie Sugar integration for a Cisco call center solution (20) Sugar integration for a Cisco call center solution2. Marko Č evizović, M&S Head
marketing@pstech.rs
markocevizovic
©2012 SugarCRM Inc. All rights reserved.
10/05/122
3. Agenda
The Challenge?
The Solution!
Connector Features
System Architecture
Why PSTech
Action: next steps
Q and A
©2012 SugarCRM Inc. All rights reserved.
10/05/123
4. The Challenge?
Dialing a Contact from CRM takes too long?
On incoming calls, no CRM data are displayed?
You cannot attach a Call to a Contact in CRM?
You cannot see how many times an Account has
been called this month/quarter/year?
If you are a company which is relaying heavily on
the CRM and Telephony systems, you probably
encounter some of these challenges every day.
©2012 SugarCRM Inc. All rights reserved.
10/05/124
5. The Solution!
The Solution is called:
SugarCRM Connector for Cisco IP telephony
It brings you:
– CRM caller ID pop-up
– IP Phone Caller ID Pop-up
– Click2Call functionality
– Call Capturing and Logging
– CRM directory on your IP Phone
– Missed calls email notifications
– Advanced call reporting
©2012 SugarCRM Inc. All rights reserved.
10/05/125
6. CRM Caller ID Pop-up
CRM Caller ID pop-up
Get to know who is calling with
relevant history
before answering the call!
Related opportunites, cases,
emails, cases, etc attached.
Works for both Outbound and
Inbound calls.
Easily add new contacts if it does
not exist
7. Caller ID – Contact Details – Single Hit
©2012 SugarCRM Inc. All rights reserved.
10/05/127
8. Caller ID – Unknown Number
Click to add new
Contact or Lead or
Account
©2012 SugarCRM Inc. All rights reserved.
10/05/128
9. Caller ID – Multiple Hits
©2012 SugarCRM Inc. All rights reserved.
10/05/129
10. Click2Call from SugarCRM
Click2Call
Forget about punching in
10+ digits, just CLICK!
Click2Call works within all
modules – Contacts,
Leads, Accounts, ...
11. Click2Call
©2012 SugarCRM Inc. All rights reserved.
10/05/1211
12. Call Capturing and Logging
Call Capturing and
Logging
Your calls are recorded into
CRM database! Automatically!
Call notes can be captured
during or after the call.
Call duration and direction
added automatically.
©2012 SugarCRM Inc. All rights reserved.
10/05/1212
13. IP Phone Screen Pops
Get Caller pop-ups on your
Cisco IP Phone!
No computer necessary!
14. CRM Directory on Cisco IP Phone
Advanced CRM directory
All your CRM Contacts at a fingertip
Just search through your IP Phone
No computer necessary
15. Missed Calls Email Notification
All your missed calls will be recorded to SugarCRM
and attached to your contacts.
You will also get email notification for each missed
call
This will help you act on these calls even if you are
out of town
©2012 SugarCRM Inc. All rights reserved.
10/05/1215
16. Advanced Call Reporting
Generate insightful reports
Who made the most calls?
Which clients were called this month?
Which clients were not called this month?
How many times a particular client was called?
Hinweis der Redaktion You can choose to relate a call to one of the contacts / leads / accounts or to create a new one. Phone number is recognized and the actual label is provided (Home/Office/Mobile/etc) 10/05/12 Copyright©2008 SugarCRM, Inc. All rights reserved. All recognized phone numbers are turned into clickable links that would initiate the call from your Cisco IP Phone. 10/05/12 Copyright©2008 SugarCRM, Inc. All rights reserved. When you get a missed call on your Cisco IP Phone – SugarCRM will send you and email notification – so you can immediately act on it – even if your are out of town. You will get a URL to your Account/Contact so you can click on it – and open your CRM record. 10/05/12 Copyright©2008 SugarCRM, Inc. All rights reserved.