Drishti-Soft Solutions' award-winning Contact center software Ameyo integrates with SugarCRM. The communication suite includes default CRM that fulfilled the requirements of basic customer information and call back 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 customer relationship management (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 in-built 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.

Further, even database maintenance can be scheduled in the application with backup and repair capabilities built-in. In case of malfunction, a diagnostic tool diagnoses and reports the error to the support for a timely action. The advantages being passed on to the customers via this interoperability of Ameyo and Sugar CRM also include the innate reporting and SLA management features of SugarCRM. Rich reports can viewed as text or as graphs to evaluate the actual productivity and quality of business processes. This coupled with advanced supervisor dashboard of Ameyo can be an effective tool for SLA management and quality monitoring.

About Drishti ( www.drishti-soft.com )

Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.