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CTI INTEGRATION - Integrate SugarCRM with Ozonetel's Cloudagent
Improve your agent productivity & customer satisfaction with our SugarCRM integration
Personalized greetings to callers + Streamlined agent workflows
For an incoming call agent screen pops with customer information enabling a personalized greeting to each caller
Agent works within Ozonetel solution, in a single window, while accessing all relevant information about the callers
- Contact information
- Update customer information
Boost agent productivity for outbound calls
Contextual discussion with customer helps boost agent productivity in resolving customer issues. Agents while on the call with a caller
Can observe the caller details on the Screen pop up page
Outbound calls can be initiated within the SugarCRM page
Customized Sugar CRM page to initiate “Click to call” from the CRM linked with telephony
Call recording – In-built in Sugar CRM using Ozonetel connector
Voice call is an integral part of the integration and the call is tagged as per the nature of the call
Once call is completed, the Call details along-with the recordings are passed back to Sugar CRM.
Additional monitoring tools available as part of this integration, for boosting the call center productivity
Live "System monitor"
to view, monitor, hear your agents speak on a real-time basis
to view & monitor key call center metrics average talk-time, average pick-up time, call connect ratios etc.
Supervisors have real time view of call center load to help plan for additional resources to handle peak traffic time
Access to over
to review & improve agent & call center productivity
Ask for a free demo today to experience our solution!