An integrated telephony system provides huge benefits to sales and support teams. SugarCRM integrates seamlessly with a range of hosted and in house PABX systems. The integrations that CRM Online recommends support both incoming caller recognition and click to dial functionality. Key business benefits include:
- Improved efficiency of operation
- Reduced overhead in finding client information
This functionality is available on the following systems.
Hosttel Hosted PABX
Hosttel is based in Perth, Western Australia and provides a hosted PABX based on the Asterisk system. The system is turn key, meaning that a new client requires only a reliable internet connection to have a full featured PABX up and running within hours. The Hosttel system is able to provide:
- A full featured menu and call routing system
- ISDN quality calls our of each data centre
- Ability to transfer calls
- Message bank for handling missed calls
- Cisco VOIP phones pre-configured for your connection
The integration developed by CRM Online provides incoming caller recognition and click to dial functionality.
Asterisk PABX
Asterisk is an open source PABX that offers a reliable, full featured PABX solution. The Asterisk platform is widely used in industry today and actually forms the basis of the Hosttel solution above. If a client prefers an in house PABX, CRM Online recommends the Starface Asterisk PABX solution.
The integration with SugarCRM incorporates incoming caller recognition and click to dial.
Cisco PABX
For those clients that are running a Cisco PABX, SugarCRM integrates seamlessly via the PSTech Connector for Cisco Telephony. This integration offers:
- Caller ID – Enables users to immediately see caller data on their IP phone
- Click to Call – Lets users can make direct calls right from Sugar
- Screen Pop-Ups – Allows users to take notes during customer calls
- Call capture – Captures calls and notes related to the account or an account’s contacts automatically
- CRM Directory – Lets users search for contacts in Sugar directly from your IP phone
