Category: Sage CRM

Call CenterWhat is CRM CTI?

CRM CTI (Computer Telephony Integration) provides users with telephony functionality from their desktops, via the Sage CRM interface. Users can select any hyperlinked telephone number in the system to call that
number, and any incoming calls are matched with contacts in the CRM system so that users can quickly view contact details while they talk, or even before they take the call.

Campaigns and Outbound call lists.

Sage CRM Marketing campaign features the creation of target lists based on criteria from the contacts (customers, leads, etc) in the database and the creation of an outbound call list campaign. Then the operators can execute this campaign through CRM by voicing a set script, recording leads and comments or changing the time of the call.

SMS integration

Sage CRM integrates to SMS gateways enabling operators can send out text messages to mobile devices, such as verification codes.

Email integration and library of documents

Operators can email  information to the clients by attaching standard documents from the Company Library or filling templates to send out to clients.

Mailchimp integration

Mailchimp campaign integration allows the company to create target groups based on criteria. Then the email template and the contacts are synced with mailchimp that will send out the campaign and monitor interactions of the recipients with the emails. These will be synced back to CRM for further processing again based on criteria, e.g. create an outbound call list.

Workflow and Escalations

A call to a prospect client may start a workflow. This workflow will dictate the business process that the company wants the operator and/or the client to follow through. For example, if the client accepted to open an account, then if the application form was not received within 24 hours create a reminder to him. Escalations have to do with notifying other persons within the company that there is a task to be performed.

 

All above features provide a total solution for a company call center. This can be customized according to the company’s processes that it wants to enforce. Furthermore, Sage CRM has the ability to integrate to other external IT systems and pull out data from different types of databases.

 

Call us at +357 25 820 541 to discuss your call centre requirements.

According to business software review company TrustRadius, Sage CRM is a top-rated customer relationship management product among mid-size companies (those with 51-1,000 employees) and small businesses (1-50 employees). Here is the report!

Events manager extends the functionality of Sage CRM by allowing your organisation to organize and host events such as courses, seminars and large scale conferences. Key features include attendance and grouping, event workflow, budget management, membership, notifications and alerts, profile and sponsorship, reporting, web portal and avails itself for further customization.

Many companies would like to have a simple professional call centre to serve their customers. Sage CRM comes with built in call centre functionality (i.e. CTI – Computer Telephony Integration).

CRM CTI provides CTI-enabled users with telephony functionality from their desktops, via the Sage CRM interface. Users can select any hyperlinked telephone number in the system to call that number, and any incoming calls are matched with contacts in the CRM system so that users can quickly view contact details while they talk, or even before they take the call.

CRM CTI allows users to view information about incoming calls and perform various telephony functions. The features of CRM CTI include:

  1. Auto caller identification (caller ID).
  2. The ability to view the most relevant CRM screen to them when they click on the inbound call hyperlink.
  3. The option to go directly to the relevant Company or Person screen while the call is active.
  4. Auto dial-out via hyperlinked phone numbers.
  5. The option to transfer and put calls on hold.

Sage CRM 7.3 CTI Guide

Many companies would like to have a simple professional call centre to serve their customers. Sage CRM comes with built in call centre functionality (i.e. CTI – Computer Telephony Integration).
CRM CTI provides CTI-enabled users with telephony functionality from their desktops, via the Sage CRM interface. Users can select any hyperlinked telephone number in the system to call that number, and any incoming calls are matched with contacts in the CRM system so that users can quickly view contact details while they talk, or even before they take the call. CRM CTI allows users to view information about incoming calls and perform various telephony functions. The features of CRM CTI include:

  • Auto caller identification (caller ID).
  • The ability to view the most relevant CRM screen to them when they click on the inbound call hyperlink.
  • The option to go directly to the relevant Company or Person screen while the call is active.
  • Auto dial-out via hyperlinked phone numbers.
  • The option to transfer and put calls on hold.
    Sage CRM 7.3 CTI Guide

Bottom line, a CRM system is all about sales, and sales is all about generating good quality leads! Sage CRM is customer centric software aiming to personalize and target disseminated information while providing analytical tools to mine recipients. It encompasses all the functionality to market your products and services to prospects, and hold their hands through the pipeline to convert them from leads to opportunities, to customers.
“Lead generation is the Cinderella of sales and marketing, but without the glass slipper. It does not get the attention that it deserves in most organisations and… there is a price to be paid in terms of lost sales.”

 

Sage CRM is more than a repository of contact information. It encompasses all those tools to effectively market and sell products and services by educating and engaging your prospect market segment while analysing feedback. And feedback is all about tracking preferences from digital marketing methods such as emails, questionnaires and giveaways.

 

“The salesperson with a CRM system has an advantage in terms of being more professional, organised and helpful in the eyes of your customer. That puts the salesperson who relies on spreadsheets, notepads and scraps of paper at a disadvantage.”

Effective selling entails tools employed by Sage CRM such as e-marketing drip campaigns and being able to follow up based on the interest shown by the recipient. Hence, tracking of emails and grouping based on interests is important. At this stage a lead is created that needs to be qualified. Qualifying the lead with good grouping and tracking capabilities. Website and call to action social media integration to mine information and expand your network of potential leads access to information anytime from anywhere such as contact information, emails or pending invoices or placing an order customer self service and support through your website integrated to CRM call centre integration and workflow automation to automate and streamline business processes Moreover, a good CRM system must be easily customisable to your business requirements without requiring coding skills. No two businesses operate the same way! Hence, bespoke customisation coupled with workflow automation is the cornerstone of an agile system that will perform in tandem with your marketing and sales strategy.
“Imagine an accountant without an accounts package or an architect without a CAD programme. Sales people deserve to have tools to make their jobs easier, just the same as architects and accountants.”
Marios Theocharides (MEng, MBA) is a SAGE 300 certified consultant and regulated by CySEC. For further information contact marios@goaltech.net