SugarCRM Android Integration, including click to call, call popup, call recording, works with any version of Sugar.
WHAT IS SYNAPSE MOBILE?
There are two components of Enjay Synapse Mobile Solution.
1. Enjay Synapse Mobile – CRM Module.
2. Enjay Synapse Mobile – Android App.
Synapse Mobile is an Android based App which works with Sugar CRM or any Sugar Variant (like SuiteCRM). It enables your Android phone to act as a call centre device. Eg: A call comes to your mobile, and a pop-up will appear in your CRM, OR you click on the Number in CRM, and Synapse Mobile automatically dials from Android Phone.
You can also use Synapse Mobile to send/receive SMS. All Calls/SMS (Inbound/outbound) are logged into CRM automatically. Even the calls are recorded (Conditions apply) and recording is placed in CRM (Calls Module).
Android App Direct Download Link : Synapse Mobile
HOW SYNAPSE MOBILE WORKS
- You get any call on your mobile, and your CRM screen will pop up the details of the caller.
- You click on any number in Seattle and a call is automatically dial from your mobile
- All the calls incoming and outgoing are logged automatically into CRM
- Call recording is also synced with CRM which means you can access call recording logs from CRM
- Calls are recorded on the Android app, and they are periodically synchronized to CRM
REQUIREMENTS TO USE ENJAY SYNAPSE MOBILE
- A browser on any PC for accessing the CRM.
- An Android phone where you can install Enjay synapse mobile app. Android phone should be about android 4.4
- It’s preferred to have both the Android phone and the PC with your browser should be in same Wi-Fi. However even if Mobile is on 3G and your PC using Wifi, then also it can work smoothly.
ENJAY SYNAPSE FEATURE LIST:
- Incoming Call Popup.
- Click to Call for outgoing Calls.
- Call logging directly into CRM.
- Call Recording file directly into CRM.
- Send SMS from your CRM, and it goes from your Mobile.
- If you receive SMS on your Mobile, it gets logged into CRM.
- All Calls/SMS logged into CRM are automatically related (to Lead/Contact/Account) and assigned to the particular user.
ADVANTAGES OF USING ENJAY SYNAPSE MOBILE CALL CENTRE:
1. No Capex required for setup. No hardware or expensive software needed for installation.
- No Telephony Server (or EPABX Required).
- CRM server not required to be installed on-premise.
- No PRI Modems required.
- No IP Phones required.
- No Cabling required.
2. PRI Problems
- PRI lines are hard to get due to Technical and feasibility issues.
- Calls done from PRI lines are much costlier than GSM SIMs.
- Not suitable for smaller Teams since PRI always comes in bulk of 10/30 lines.
- Monthly Budget (or commitment) is much higher and not affordable for smaller groups.
- If some customer lodges some DNC (Do Not Call) violation complaint entire PRI line is blocked – which means your entire Call centre is down.
3. Other Advantages
- Each Number is bound to Individual Agents. So no need of Intelligent routeing.
- Response rates to landline (or Telemarketing) Numbers are always low. So calling from GSM (Mobile) Number increases your chance of call pickup.
- Some level of Call Distribution and Call Queue can be achieved using Mobile Forwarding features (like if Busy then transfer to other Mobile Number or if not picked up within certain seconds then transfer to another Mobile number). Note: These services are provided by your Telecom Operator and not Synapse Mobile.
4. Technology Advantages
- All calls are logged automatically into CRM. Which means you get great reporting.
- Missed Call Management (right from CRM dashboard).
- Call recording file right into CRM (Calls Module).
- Calls get related to Leads / Contacts / Accounts directly into CRM.
- Call disposition is selected directly into CRM (much easier to manage).
- Do Lead / Sales Management also along with conventional telephony, which increases efficiency to much higher level.
- You are managing everything on Large Screen in the browser, which is much easier to handle as compared to Mobile device.
- You can have multiple campaigns for multiple users (or groups).
- The big advantage with data security, as you are not giving Excel files to callers, but you are uploading it securely. Users can only originate calls, and they cannot download all the data.
5. Excellent Reporting
- User wise calls.
- Total call duration
- Productivity reports.
- Lots of custom reports from CRM platform.
6. Enhanced Productivity
- Enjay Synapse Mobile Supports SMS and Email Templates.
- Manager/Admin can see live reporting and statistics.
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