Open source CRM provider, SugarCRM, just received some new software and call center abilities that’ll give them an increased push on the competition. 

Not only can you maintain your call centers with SugarCRM’s products, but now you can video conference them in too. 

MyCRM GmbH, an open source and SaaS (News - Alert) systems integrator, released version 5.0 of MyCRM's Call Manager for Skype specifically designed for SugarCRM’s (News - Alert) open source customer relationship management, or “CRM,” application. 

Clint Oram, co-founder and vice president of product management at SugarCRM, said that MyCRM has a continuous track record of innovation around the Sugar platform, and this new Skype (News - Alert) integration will be beneficial for the all parties, especially the consumer. 

"The combination of Skype and Sugar means lower costs for business with better quality and features of traditional VoIP/CRM integrations," Oram said.

The integration between the popular video calling services Skype offers, and SugarCRM’s open source software, makes a lethal duo that combines the voice application directly into SugarCRM’s product editions.

According to SugarCRM officials, the SugarCRM-Skype application will allow the company’s current – and future – users to manage all communications activities with new video abilities and be able to handle documentation and all other call center duties and activities in an effective and successful platform. 

The new Skype version 5.0 connects to SugarCRM via Web services, which provides simultaneous support for hosted SugarCRM installations. 

With the new system, users can tracking outbound calls as a way to manage a company’s internal staff and revenue performance. 

Additional capabilities include:

·         Display incoming callers name, company and call direction in Sugar and      automatically open contact or lead form

·         Send SMS via Skype with caller ID

·         Track SMS automatically in history panel of contact or lead

·         Start a Skype chat from within Sugar

·         Archive Skype chat from within Sugar

·         Display Skype user status in Sugar

·         Support Skype and TAPI telephony systems in a unified interface

·         Connect to SNOM phones and Asterisk (News - Alert) (optional adapters) 

Available through the SugarCRM partner network, the product runs per user for roughly €100, or $146.

Clemens von Dincklage, managing director of MyCRM GmbH, said that integrating between popular consumer applications like Skype with CRM applications like Sugar are becoming a necessity for many users.