Call Center Software Solution

When Every Call Counts

Sugar enables call center users to understand each customer as an individual, obtain all relevant customer information in a single view, and access that information when it matters from an incredibly fast, multi-channel agent desktop application. Teams can understand their accounts inside and out with personalized 360-degree business, online, and social customer intelligence.

Learn how Sugar can help with your Call Center solution:

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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 view of the customer without having to switch between applications. Sugar 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 application. This means increased productivity for the call center agent, increased customer satisfaction and greater first call resolution.

CTI Integration

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.
Find CTI integrations on SugarExchange

Smarter Commerce

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.

Learn more about Sugar on IBM

Customer Support

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.
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