ActivePBX

Inbound & Outbound Call-Pops

The ActiveCRM CTI-Connector pulls both inbound & outbound phone calls to track who answered the call and what was discussed, right into the SugarCRM system.

@mentions

Use the @ symbol within the call pop notes to automatically launch an email to a team member (e.g. @matt) the pertinent call notes and call records. The emails are easily logged in the SugarCRM so imperative information is never lost.

E-mails

ActiveCRM, the CTI Connector pulls any customer emails from the SugarCRM system to discover the recent interactions allowing the next agent to pick up where the last interaction was left off.

Natural Language - Task Follow-Up

Natural language processing automatically lets users type phrases like "Follow-up next week" and ActiveCRM creates a reminder task within the SugarCRM system for follow up directly from the pop-up notes. Both the @mentions and the Task Follow-up features display a green indicator symbol to alert users of which process will fire up after the call is complete.

Notes on-the-fly

Notes are prominently displayed in the Activities Slider for quick access. Users stay informed on the customer's status, even if the interaction was not a phone call.

Intelligent Call Routing

The ActivePBX-Call Routing system can route calls based on Queue Strategies, like Round Robin (Longest Idle), Ring All, Linear Hunt, Linear Cascade to IVR - (Interactive Voice Response) with multiple Auto Attendant configurations, to ACD (Automatic Call Distribution) to Skills Based Routing tailored for SugarCRM.

Call Monitoring & Call Recordings retrieved right from the SugarCRM system

The ability to silently monitor agent's calls to ensure quality. The ability for supervisors to whisper into agent's ears in order to coach and help them achieve a successful call or Barge-In capabilities so that Supervisors may take a over a call from agents or provide assistance on specific calls. Recordings may be retrieved right from the SugarCRM system.

Contact Center Reporting - Real-Time Analytics

Stats Grid: Callers Waiting, Average Wait Time, Average Handling Time, Abandon Rate, Calls Answered, Call Volume, Queue Report with 18 Data Points, Agent Report with 16 Data Points, Agent Availability Report with 11 data points, Dialed Number Report with 18 Data Points, Abandoned Call Reports, Individual Agent Stats, Call Queue Recording, Real Time Analytics, CDR (Call Detail Records), Custom Reader Board integration.

ActiveConference - Online Video Meetings & Collaboration

ActiveConference® leverages innovative online video and collaboration technology to allow for highly interactive group meetings, whether you are sitting nearby or dispersed across the globe. With online collaboration such as screen sharing, remote control, shared whiteboards and chat, all of your attendees can easily view or contribute, making all of your meetings extremely productive.

Business SMS Texting through Email

ActivePBX’s business SMS texting feature, allows your users to text-to-email and email-to-text.

Cloud VoIP - Telephony Features

Fax-to-email, Voicemail transcription, Voicemail to Email Forwarding, Multiple Mailboxes, Message waiting indicator, Multiple Voice Mail Folders, Visual Voicemail via the Web, Call Flip (Transfer to Mobile), Custom Tag (Caller ID), Attended Transfer, Blind Transfer, Call Parking and Retrieval, Virtual Extensions (pure forwarding), Feature Dial Codes, Mobile-Soft-phone (iOS & Android), Desktop Soft phone (MAC & Windows),