When you combine the customer intelligence offered by SugarCRM with Infra Call Center, you equip your sales and customer service agents with a single, powerful customer-contact solution. Customer information is tied directly into the call center so every agent has instant access to the information they need to provide optimal service. Data-entry compliance improves, boosting the effectiveness of your SugarCRM investment. Plus, your call center managers have both the real time and historical activity reports they need to optimize staffing and service levels.
When customers call you:
- The customer’s record appears automatically within the SugarCRM interface. If the call is transferred, the customer record transfers too!
- VIP callers are immediately identified and uniquely routed to the appropriate agent.
- Streamlined agent workflow results in faster call resolution and a better customer experience
When You Contact Customers and Prospects:
- Employees can initiate calls directly from SugarCRM.
- You can tell the system to dial through a list of numbers and then transfer completed calls (along with the customer records) to agents.
- You can automate routine follow-up calls like order confirmations or appointment reminders to free up agents for more essential tasks.
To learn more about how integrating with Sugar CRM can help you optimize your call center agents and increase efficiencies within your organization, contact us at info@infratel.com. Or fill out the information below to receive a copy of our presentation, “Optimizing the Contact Center Agent Experience through Effective and Efficient Use of CRM”.
