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January 23, 2009

New SugarCRM Plug-In from CTI Group Allows Call Recording Archival

By Stefania Viscusi, Assignment Desk Editor

Customer relationship management (CRM) plays a key role in the success of many businesses today. Not only is it important to know what customers want, but also managing those relationships more thoroughly can guarantee success.
Moving toward this goal, CTI (News - Alert) Group, a developer of wireless and VoIP recording, analysis and invoice management applications has announced system integration with SugarCRM for their SmartRecord IP offering.
With the company's latest version of SmartRecord IP, version 2.0, its possible to archive calls, meetings, webinars and negations into SugarCRM (News - Alert) so that they can be easily accessed and referenced before follow up calls are made.
CTI Group works toward making recording a more integrated part of their everyday operations. The company's SmartRecord IP is a Web-based VoIP call recording solution that makes it possible for companies to record based on their specific needs and allows for playback of the archived recording as needed. 
By reviewing past correspondences, users are able to deliver better services and ensure that all the customers questions have been answered and deliverables have been completed before reaching out to them. This not only shows the customer how organized and on point the company is, but also helps to strengthen their loyalty.
Open source CRM solutions provider SugarCRM makes it possible for companies to improve their customer relationships by tracking and managing relations including archiving emails, documents, quotes and more.

"As a customer-oriented company, ourselves, we have enjoyed the advantages of a CRM solution, first hand. We find that the more we can document or archive to our CRM solution, the more thoroughly we can manage our relationships. It was in that vein, that we decided to create this SmartRecord IP Plug-In to Sugar. This is just one of the many advancements that SmartRecord IP Version 2.0 offers," said Sid Rao, Chief Technology Officer, CTI Group (News - Alert), Inc.

For more, be sure to check out the Open Source CRM channel on TMCnet.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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