Call Center Software Solution
CRM for Call Center
SugarCRM is the ideal CRM platform for companies and government agencies to build their call center applications and give their agents an incredibly fast, multi-channel Agent Desktop application to access all relevant customer information from within a single application.
Fast Agent Desktop
One of the key challenges companies and government agencies face in the call center world is to easily and quickly deliver all relevant customer information on a single screen so that their call center agents have a complete 360° view of the customer without having to switch between applications. SugarCRM is a flexible business process platform designed around the customer on which call center managers can easily build a fast, highly tailored Agent Desktop application. The Sugar platform leverages different customer identifiers (e.g. incoming phone number, customer name, customer email address) to aggregate all relevant customer information stored in different systems and databases into one agent desktop application. This means increased productivity for the call center agent, increased customer satisfaction and greater first call resolution.
"It was essential to be able to map and automate our problem solving methodology and SugarCRM's ability to be customized to our needs made it easy. It is, in many ways, the hub of our business and we are constantly finding new ways that it can help." - Stephen Madeira, VP of Operations at EASiRead Customer Success Stories
The key for any successful call center deployment is Computer Telephony Integration (CTI). SugarCRM Call Center customers can integrate with telephony technology providers including, but not limited to, Asterisk, Avaya, Cisco and Fonality.
SugarCRM is a key component in IBM’s Smarter Commerce solution. SugarCRM delivers the customer service software solution in Smarter Commerce by enabling call center agents in a variety of different customer service scenarios access to all relevant customer information stored on different systems and databases from a single Agent Desktop application. SugarCRM compliments the IBM Smarter Commerce solution by:
- Enabling call center agents to assist customers with online transactions.
- Reducing call handle time through CTI integration for inbound call center enquires.
- Simplifying the RMA (return merchandise authorization) process through tight integration with IBM Commerce software.
- Answering customer questions through an online Knowledge Base solution.
Acquiring new customers is much more expensive than selling to existing ones. With Sugar customer support, you’ll have confidence that customer cases will be handled quickly and effectively, boosting customer satisfaction and loyalty while turning your support organization into a competitive differentiator.
"SugarCRM and ShoreTel have provided us with an affordable, flexible call center infrastructure. What was once only fair game for enterprises has now become accessible to SMBs thanks to solutions such as these." - Ken Hann CEO TacamorRead Customer Success Stories