Levementum provides seamless computer telephony integration between SugarCRM and your telephone system to help you leverage your existing infrastructure and integrate it seamlessly with your call center to improve call handling, response times, and agent performance.
Computer Telephony Integration (CTI) is a strategic component of a customer call center and can be used to link the telephony system to information held within SugarCRM. Until recently, the integration of such solutions was an expensive undertaking available to only the largest call centers. But thanks to open-based APIs and open source architectures, integration of telephony solutions and SugarCRM has become dramatically easier. Companies can now add Computer Telephony Integration (CTI), providing telephone switch integration for inbound and outbound calls from within SugarCRM. The resulting integration allows agents to interact with SugarCRM in real-time, and can result in improved call handling, response times and call center productivity.
Levementum can provide telephony capabilities for Sugar Community Edition, Sugar Professional Edition and Sugar Enterprise Edition.
Seamlessly integrate with the most popular call center technologies including Asterisk, TriBox, Avaya, Alcatel, Genesys or any other TAPI or TSAPI compliant telephone system.
Features of SugarCRM Telephony Integration
- Outgoing & incoming call handling
- Call logging for all calls
- Call Screen Pops - Displays caller's name provided by SugarCRM for inbound calls
- Support for personal & group telephone extensions
- Support for reserving original caller id & transferring notes
- Quick access to latest notes and related notes
- Can simultaniously handle multiple incoming calls per user
- Detailed call manager pop-up to perform all actions efficiently
- Registrar caller id's to Sugar Contacts & Accounts on the fly
- Call log & notes track operator call times and other productivity metrics
- Compatible with SugarCRM modules like reports and workflow editor
Benefits of SugarCRM Telephony Integration
- Deliver excellent customer service by phone - Customer is automatically identified when they call and all customer records and details are instantly available.
- Increased staff productivity - Caller ID means more incoming calls can be handled and outbound calls can be made quicker using one click dialling to improve efficiency.
- Better reporting - Call statistics provide powerful data on agent/team performance, call levels and real time reporting throughout the day.
- Lower costs - Save time on each call, increase call time minutes and reduce overheads.
- Real-time management and oversight of the call center
