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February 02, 2009

New SugarCRM Connector: Hosted IVR and Open Source CRM Combine

By Stefania Viscusi, Assignment Desk Editor

Bringing together two important features in the call center - on demand interactive voice response solutions, with open source CRM software, is the new SugarCRM (News - Alert) Connector.
This new offering from SugarCRM and phone enables SugarCRM accounts and makes it possible to access, collect and update customer information on the phone using one's voice.
For those in the contact center, or sales people out in the field, these new capabilities make it easier and faster to provide support and services.
"The convergence of voice and data in CRM applications provides users with more intelligence and power when building and nurturing customer relationships," said Paul Oh, vice president of technology alliances at SugarCRM.
"'s SugarCRM Connector allows SugarCRM users to increase the velocity and the quality of their customer communications by combining voice and data into a single application."

Using speech-to-text from, SugarCRM users can speak messages they want sent as text, dial a contact using their voice, or record meeting details. In addition, they can get instant access to caller data, to better serve them based on the context of their calls.
These improvements in call handling and customer service are especially important in the current economic conditions.
"In this economy, customer demands must be met whenever and wherever they occur. By converging Web, voice and data into a single, on-demand solution,'s SugarCRM Connector provides users with the instant access to information and analysis needed to make intelligent sales, customer support and marketing decisions," said Michael Zirngibl (News - Alert), President of also announced it makes it easy and more affordable to attain the new applications using their Site Builder Web-based tool kit. With it, SugarCRM Connector applications can be deployed through an Internet connection, and without the need to write any code.
Most recently, CTI (News - Alert) Group, a developer of wireless and VoIP recording, analysis and invoice management applications, announced system integration with SugarCRM for their SmartRecord IP offering making it possible to archive calls, meetings, Webinars and negotiations right into SugarCRM, to be easily accessed and referenced for later use, including before follow up calls are made.

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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