Call Center Integrations?

[giacomo.leopardi]

Hi,

I'd like to run my Inbound Call Center (1mil call/year) with a new CRM to manage call content and workflow
.
Doas anyone know if Sugar can manage the workflow and save the content for inbound calls,
as we're used to do in a typical call center environment?
experience in that?

I basically need to save anagraphic of callers and some data about the object of the calls, and make statistics on it.

Later, I'll connect it with my asterisk.

thanks for your tips.

[eggsurplus]

You may have better luck if you offload the Sugar data and the call data into a separate data mart or data warehouse (depending on your historical stat needs) as this would be best for doing statistics. Many call centers have the ability to dump to a database and you could have processes outside of Sugar set up to merge customer data with the call data.