Drishti-Soft Solutions, a communications technologies provider for next-generation enterprises, has integrated its Ameyo contact center software with SugarCRM (News - Alert).

 

The communication suite includes default CRM that fulfills the requirements of basic customer information and callback management functionality. However, complex information flows were a challenge that required a more advanced application.

 

As the needs and complexity of customer interaction and management in any business increased, automation became necessary.

 

Data management became complex and required a more sophisticated technology. For customizations of CRM, architectural flexibility to build custom solutions was of prime importance. Drishti’s development team took SugarCRM – an open source CRM software and integrated it with Ameyo.

 

This integration leverages the widely appreciated extensible application framework of SugarCRM. The module based design of SugarCRM provides functionalities that are segregated yet related i.e. it has enabled addition of new information flow modules without any modification in the existing ones.

 

This is especially useful in businesses like insurance selling, trading, collections, healthcare industry, where internal information flow passes various levels and the data is modified and stored at each sub-level.

 

Besides serving for sales force management in multiple departments, the enhanced CRM application available with Ameyo can also provide for Help Desk functionality.

 

The built-in ticketing system allows raising tickets as well as checking ticket status in a single screen. Business-specific customizations are more achievable and also sustainable with this framework. Even the new features floating the tech circles can be adapted into the customized installation in minimum effort and time.