This document discusses how integrating Sugar CRM with Ozonetel can improve agent productivity and customer satisfaction by: 1) Providing customer information on agent screens for personalized greetings on incoming calls. 2) Allowing agents to access all relevant customer information and update profiles within the Ozonetel solution. 3) Enabling agents to initiate outbound calls directly from the Sugar CRM page linked to the telephony system.

1. Improve your agent productivity & customer satisfaction with our Sugar CRM integration

2.  For an incoming call agent screen pops with
customer information enabling a
personalized greeting to each caller
 Agent works within Ozonetel solution, in a
single window, while accessing all relevant
information about the callers
- Contact information
- Update customer information
Personalized greetings to callers +
Streamlined agent workflows
Sugar CRM page within
Ozonetel’s screen

3. Contextual discussion with
customer helps boost agent
productivity in resolving customer
issues. Agents while on the call
with a caller
 Can observe the caller details on
the Screen pop up page
 Outbound calls can be initiated
within the Sugar CRM page
Boost agent productivity for
outbound calls

4. Customized Sugar CRM page to
initiate “Click to call” from the
CRM linked with telephony
Agents can initiate an Outbound
call from the CRM data provided

5.  Voice call is an integral part of the
integration and the call is tagged as
per the nature of the call
 Once call is completed, the Call
details along-with the recordings
are passed back to Sugar CRM.
Call recording – In-built in Sugar
CRM using Ozonetel connector

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Contact Us
sales@ozonetel.com
1800-200-0820
www.ozonetel.com