Seamless “in app” call center functionality and native telephony integration is now possible with SugarCRM

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Oakland, CA, January 31, 2018: Businesses can make and receive calls directly within Sugar, as a result of a native integration of Amazon Connect and Aavaz Call Center Accelerator.

Aavaz has resolved a common issue for organizations and teams who make or receive a moderate to large amount of phone calls as part of their day-to-day business and use the Sugar platform to manage their customer relationships. When the telesales software and CRM are isolated instances, the task of maintaining clear and concise records of various customer interactions is a manual one, prone to error and more often, oversight. This in turn has a cascading effect on all follow-up activities and future interactions with the customer. In addition to a denigration of customer data/intelligence, having two siloed solutions is also more time-consuming and costly.

The native integration of Aavaz Call Center Acceleration and SugarCRM bridges that gap by allowing customer service agents to make and receive calls through a “soft phone” while in their Sugar instance. The system automatically tracks and records all key metrics related to the call and allows the agent to instantly record notes and automate follow-up activity. This allows for a more holistic customer service experience, since callers can have unprecedented visibility into all aspects of a customer account. By automatically tracking and recording all metrics related to calls and cross referencing them to contacts, opportunities and tickets, this fully integrated platform speeds up outbound sales and marketing efforts and provides an overall increase in customer satisfaction for support operations.

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The integration of Amazon Connect – a “contact center as a service” offering hosted in the Amazon Web Services (AWS) cloud – provides all the benefits of a cloud-based solution including no on-premise hardware, simple set-up and administration and an attractive “pay as you go” pricing model. In addition, Amazon Connect is a proven solution that has been used within Amazon’s own customer contact center for many years. The growing dominance of Amazon and AWS gives users the peace of mind that the solution is stable and dependable and will be well supported in the future.

“This new integration is a significant expansion opportunity for SugarCRM and its customer base,” said Keith Mintzer, Executive Vice President at Aavaz. “Having the ability to tap into a premier cloud-based provider like Amazon offers tremendous value, and the seamless integration with the Aavaz Call Center Accelerator can greatly enhance the level of service, efficiency and functionality of any call-dependent organization.”

To learn more, visit http://www.aavaz.biz/sugar-crm-pbx-ivr-dialer.html


About Aavaz:
Aavaz (a division of Tekege Solutions Inc.), offers call center productivity tools and a Cloud Call Center Suite (CCCS). The Aavaz CCCS features enhanced dialers, IVRs and PBXs integrated with Contact, Lead and Ticket Management. Aavaz brings call center precision to the forefront and lowers call center set up and operational. Aavaz is the ideal solution for tele-sales, tele-support and telemarketing organizations requiring highly available and scalable systems.
For more information visit: http://www.aavaz.biz/.


About Amazon Connect:
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost. Amazon Connect is based on the same contact center technology used by Amazon customer service associates around the world to power millions of customer conversations. The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required. There are no up-front payments or long-term commitments and no infrastructure to manage with Amazon Connect; customers pay by the minute for Amazon Connect usage plus any associated telephony services. For more information, visit: https://aws.amazon.com/connect/.