sugar integration for a cisco call center solution
DESCRIPTION
Presentation by PSTech from Serbia on SugarCRM Partner Summit 2012TRANSCRIPT
![Page 1: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/1.jpg)
SugarCRM-Cisco Connector
Integration presentation
![Page 2: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/2.jpg)
Marko Čevizović, M&S Head
[email protected] markocevizovic
04/11/23©2012 SugarCRM Inc. All rights reserved.2
![Page 3: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/3.jpg)
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.
04/11/23©2012 SugarCRM Inc. All rights reserved.4
![Page 4: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/4.jpg)
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
04/11/23©2012 SugarCRM Inc. All rights reserved.5
![Page 5: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/5.jpg)
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
![Page 6: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/6.jpg)
Caller ID – Contact Details – Single Hit
04/11/23©2012 SugarCRM Inc. All rights reserved.7
![Page 7: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/7.jpg)
Caller ID – Unknown Number
04/11/23©2012 SugarCRM Inc. All rights reserved.8
Click to add new Contact or Lead or Account
![Page 8: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/8.jpg)
Caller ID – Multiple Hits
04/11/23©2012 SugarCRM Inc. All rights reserved.9
![Page 9: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/9.jpg)
Click2Call from SugarCRM
Click2Call
Forget about punching in 10+ digits, just CLICK!
Click2Call works within all modules – Contacts, Leads, Accounts, ...
![Page 10: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/10.jpg)
Click2Call
04/11/23©2012 SugarCRM Inc. All rights reserved.11
![Page 11: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/11.jpg)
Call Capturing and Logging
04/11/23©2012 SugarCRM Inc. All rights reserved.12
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.
![Page 12: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/12.jpg)
IP Phone Screen Pops
Get Caller pop-ups on your Cisco IP Phone!
No computer necessary!
![Page 13: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/13.jpg)
CRM Directory on Cisco IP Phone
Advanced CRM directoryAll your CRM Contacts at a fingertip
Just search through your IP Phone
No computer necessary
![Page 14: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/14.jpg)
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
04/11/23©2012 SugarCRM Inc. All rights reserved.15
![Page 15: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/15.jpg)
Advanced Call Reporting
Generate insightful reportsWho 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?
![Page 16: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/16.jpg)
System Architectire
![Page 17: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/17.jpg)
PSTech Software Engineering
04/11/23©2012 SugarCRM Inc. All rights reserved.18
Belgrade, SerbiaSan Mateo,
CA
![Page 18: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/18.jpg)
Free Trial available!just visit www.pstech.rs
Partner Resellers welcome!
![Page 19: Sugar integration for a Cisco call center solution](https://reader038.vdocuments.us/reader038/viewer/2022103016/554f482ab4c905423f8b4ab5/html5/thumbnails/19.jpg)
Thank you!!
Feel free to contact me @:
04/11/23©2012 SugarCRM Inc. All rights reserved.20