iZeno CTI Connector to Sugar
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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.

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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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