Wizard Systems

Sage CRM 2020 R2 now released in the UK

Sage CRM 2020 R2 is now available for UKI customers.

This release provides improvements to ensure our customers continue to derive the maximum benefit from their investment in Sage.
What's new in Sage CRM 2020 R2?
- TLS 1.2 support - Sage City Announcement
- OAuth2
- Top usability improvements
- Defect resolution
- Developer licencing
- SQL 2017 CU 20 & SQL 2019 CU4 compatibility

Full detailed information about this release, please view the Release Notes.

Download SageCRM_2020R2_ReleaseNotes_EN

Please note that MS SQL 2016 support is now dropped as well as CTI.

Please contact Wizard Systems if you have Sage CRM and want this new version.

 

Control Your Telemarketing Campaigns with Sage #CRM #cti

If the phone in your business is still the primary way you connect with new customers, then Sage CRM has great CTI (computer telephone integration) capabilities to improve the productivity of your telesales users.  You can automatically schedule calls for the telemarketers and the outcome of calls can trigger the development of the next stage of the campaign. Details of calls can be saved and shared throughout all departments for future reference. Sage have built in call length and outcome recording capabilities, as well as a connector to CTI which allows all of your call automation and recognition tools be integrated into your Sage CRM solution.

The Sage CRM Outbound Call Handling module, automates the process of performing outbound phone-based telemarketing campaigns.  Outbound Call Handling is tailored specifically to high volume telemarketing activities, where calls are not preallocated to individual users and a Communication record is only created when a successful contact is made.

The advantages include:

• Your personal Calendar list does not get cluttered with hundreds of campaign-based telephone calls.
• Your quota of campaign calls will not get overlooked if you are out sick or allocated to work on a different project for the day.
• More efficient handling of repetitive calls via Got Through and Get Next Call buttons.

For more information on how Sage CRM can improve your telemarketing activity, or setting up CTI, contact Wizard Systems on 01454 316800.

 

 

Link GoldMine to your Phone system and make 10% more calls #goldmine #crm

Tapi Link for GoldMine enables GoldMine users to automatically dial their contact, and present a caller’s contact details when the telephone rings.

Once installed, Tapi Link becomes an integral part of GoldMine and enables users to dial from directly within GoldMine using a variety of methods. It will present calling party contact details over any Windows application when the phone is ringing and searches not only the main telephone number (Phone1) but any other telephone number associated with that record (Phone2, Phone3) as well as all numbers listed under the Contacts Tab. This is done automatically, which means that it doesn't matter whether your contact is calling from their business office, their mobile phone or even their home office. If you have their number listed on the GoldMine record, Tapi Link will present the information.

 

 You can select up to five fields from your caller's GoldMine record to view with an incoming call and have the GoldMine record displayed automatically before you answer the telephone, improving your response times and the levels of service you provide to your clients. Tapi Link for GoldMine is very easy to install. After running the installation program you just need to select a few options from the Tapi Link setup screen. This allows you to decide how you want information presented and how you prefer to answer your calls.

Tapi Link can also 'complete' calls for you in GoldMine, so your customer's history is always up to date. You even get a chance to type in some notes relating to the call before it's put into history.

Because Tapi Link for GoldMine communicates with your telephony device using Microsoft Tapi, you can use Tapi Link whether you are a single user, or part of a team using a larger switchboard. All you need is an approved Tapi modem or a switchboard that supports the Microsoft Tapi standard.

For more information on how to link GoldMine or other CRM applications to your phone system, please contact Wizard Systems on 01454 316800.

 

Giving the Help Desk a Voice with HEAT Plus Voice

HEAT Plus Voice, brings much-needed help to the help desk with voice-activated support. Part of the FrontRange multi-channel communication platform, integrated IP telephony greets callers with automated prompts for intelligent call routing. Routine requests can behandled automatically with menu-driven self-help and automated password resets. Using FrontRange Voice technology, the platform is scalable, flexible, and cost-effective—HEAT users gain enterprise-level functionality at an affordable price.

Agents get help from the Voice system to accelerate problem resolution, and callers get better service with less time on the phone. HEAT Plus Voice jumpstarts service delivery with:

• Lower service costs with agent-less service for self-help functions
• Improve service access to the right agents with skill-driven routing
• Reduce Costs with Shorter and Fewer Calls
• Extend the service desk with 24x7 Voice Self Service
• Shorten Calls by using Caller I.D. and "Reason for Call" before Ring
• Improve SLA Escalations with Real-Time Call Ticket Screen Pop
• Dynamic Processes with Outbound IVR Notification Calls
• Optimize service staff levels

 

Provide Differentiated Multi-Department Support

 
Password Reset— Allows customers to reset their Windows domain password with a phone call. "How-to" questions comprise 27-43% of help desk contact volume (Gartner), and password requests are a significant proportion.

Shared Incident Management— For incidents that affect many callers, such as a network failure, integration with the HEATBoard offers self-service options that can save the organization from being overwhelmed. Callers can open a new ticket by pushing a single button.

Voicemail Call Ticket— A caller can create a ticket with a voice message attachment, by entering a problem identifier and leaving a message. A HEAT business rule can automatically "pop" these voicemail call tickets to analysts' screens during low call volume.

Ticket Status IVR (Interactive Voice Response)— FrontRange Voice can access fields in HEAT to generate automated status updates, utilizing a variety of identification methods. For example, "status," "journal notes," and "description" fields can be read back to callers.

Caller I.D. with Screen Pop — The system can route calls to the person most qualified to answer. Caller I.D. identifies the individual while the call is in the queue. The system checks the HEAT customer information database for information to route the call, for example, what product the customer owns or who serviced the customer previously.

Outbound IVR Notification — Automated outbound follow-up calls can efficiently gather information and effectively disseminate information. Providing information about process milestones, getting approvals, or identifying tickets with insufficient or no activity improves service desk metrics.

SLA Real-Time Screen Pop— A call ticket nearing its SLA limit can automatically "pop" a notification on the analyst's screen, enabling timely interaction with the customer and effective SLA management.

For more information on HEAT or how HEAT can be integrated to your phone system, please contact Wizard Systems on 01454 316800.