iZeno CTI Connector to Sugar

iZeno CTI Connector to Sugar

Open Source Business Application Company


iZeno is a regional market leader in data integration and business intelligence. We help organizations manage and make sense of multiple sources and forms of data, empowering them to harness this data and make informed decisions quickly, a critical capability in today's rapidly-changing market. Organizations today are struggling in their pursuit towards evolving into a data-driven enterprise. And having the ability to acquire a 360° view of data is extremely vital in determining how best to stay relevant and create more value for customers. With a highly-skilled team of consultants and subject matter experts across the region, iZeno has successfully assisted more than 300+ customers across 10+ countries embark on that journey and gain the competitive advantage.

Features and Benefits

Automated inbound call screen-pop. Click-to-call is also supported for outbound call scenarios.

The primary function of iZeno's CTI Connector is to pass Customer information, gathered by supported PBX, to SugarCRM for automated inbound call screen-pop. Click-to-call is also supported for outbound call scenarios. iZeno CTI Connector offers Avaya AES support for all Editions of Sugar v6.x & v7.x. Additional support for Cisco UCM and REST API integration is available for all Sugar v7.x Editions.

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Key features

• Caller identification from Sugar Accounts/ Contacts • Inbound call screen-pop (Call record) • Outbound click-to-call with screen-pop • Call transfer with screen-pop for transferee • Call notes, start time, duration, and CTI information captured against Call record • Screen-pop remains visible while Agent navigates through Sugar CRM • Auto Call record creation • Auto linking Call record to related Customer (Sales) and/or Case (Support) • Multi-PBX support • Load balancing and fail-over support • Dashboards and reports • iZeno Support

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Handling Time

Improve average handling time (AHT) through automated customer lookups, screen-pops, and record creation.

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Customer Satisfaction

Improve customer satisfaction scores (CSAT) by empowering Agents with relevant context-sensitive information at their fingertips.

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DETAILS
Application Integration & Management
Data & Analytics
Service & Support
Version Compatibility

Automated inbound call screen-pop. Click-to-call is also supported for outbound call scenarios.

image
image
The primary function of iZeno's CTI Connector is to pass Customer information, gathered by supported PBX, to SugarCRM for automated inbound call screen-pop. Click-to-call is also supported for outbound call scenarios. iZeno CTI Connector offers Avaya AES support for all Editions of Sugar v6.x & v7.x. Additional support for Cisco UCM and REST API integration is available for all Sugar v7.x Editions.

Key features

• Caller identification from Sugar Accounts/ Contacts • Inbound call screen-pop (Call record) • Outbound click-to-call with screen-pop • Call transfer with screen-pop for transferee • Call notes, start time, duration, and CTI information captured against Call record • Screen-pop remains visible while Agent navigates through Sugar CRM • Auto Call record creation • Auto linking Call record to related Customer (Sales) and/or Case (Support) • Multi-PBX support • Load balancing and fail-over support • Dashboards and reports • iZeno Support

Handling Time

Improve average handling time (AHT) through automated customer lookups, screen-pops, and record creation.

Customer Satisfaction

Improve customer satisfaction scores (CSAT) by empowering Agents with relevant context-sensitive information at their fingertips.

Support

Phone Support:
Support Email:
Support Knowledge Base: http://www.izeno.com/contact.html

Terms & Conditions

Terms of Service: http://blog.izeno.com/izeno-cti-connector-for-sugarcrm
Privacy Policy: http://blog.izeno.com/izeno-cti-connector-for-sugarcrm

Typical Inbound Call Scenario (with IVR Survey)Typical Inbound Call Scenario (with IVR Survey)
Typical Outbound Call ScenarioTypical Outbound Call Scenario
High-level ArchitectureHigh-level Architecture
Enterprise customers enjoy the flexibility to connect multiple distributed PBX’s to a single iZeno CTI Connector instance.Enterprise customers enjoy the flexibility to connect multiple distributed PBX’s to a single iZeno CTI Connector instance.
Customer Satisfaction. Improve customer satisfaction scores (CSAT) by empowering Agents with relevant context-sensitive information at their fingertips.Customer Satisfaction. Improve customer satisfaction scores (CSAT) by empowering Agents with relevant context-sensitive information at their fingertips.
Handling Time Improve average handling time (AHT) through automated customer lookups, screen-pops, and record creation.Handling Time Improve average handling time (AHT) through automated customer lookups, screen-pops, and record creation.

Resources

Please where we're going to have PDF and what not

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