Integrating sales management platform with IP-telephony.

Target audience:

• Companies performing active sales with the use of call-center instruments,
• Geographically-spread companies,
• Companies with managers working from home,
• Companies using opportunities of “virtual office” and IP-telephony,
• Call-centers providing outsourcing services.

Task formulation:

• Call-center solution,  
• Clients and contacts accounting,
• Control over managers,
• Reducing expenses for telephony,
• Increasing effectiveness of managers,
• Registration of incoming / outgoing calls,
• Automating sales process.

Solution description

Integrating SugarCRM with IP-telephony provides:

• Registering incoming / outgoing calls in SugarCRM;
• Forming pop-up windows for incoming calls with caller’s detailed information (based on caller ID) or forming a preliminary contact (for new clients) in the system;
• Creating requests based on incoming calls;
• Advanced system of calls filtering; forming detailed analytical data on number of calls, managers activity and others;
• Easy calls search by client / contact;
• Making outgoing calls directly from SugarCRM on the scheme of callback service: the system picks up your call, connects it to the number you dialed and calls you back, connecting the two ends of the line;
• Automatic calls transfer (based on caller ID) to the client manager;
• Individual set-up of calls route and mapping information in the SugarCRM system.

Principles of work: incoming calls: