I recently came across SugarCRM and am very interested in making it work for our non-profit organization. But was hoping some of you might be able to help answer some of my questions I haven't found addressed elsewhere.

We use several different virtual PBX systems. Avaya, Five9, TouchStar, & Oracle Virtual Contact Center. With each of these, it is set up to automatically open up the CRM and do a lookup, via URL based API scripting. URL?number=bob&agent=gjones&campaign=sales. There's a good 20 or so fields we can shoot directly into the CRM from the PBX for lookup and the start of form fill. I'm sure there's a way we can do this with SugarCRM, but if anyone already has in any way, I'd love to hear from you for a leg up. This integration is the #1 most important thing for us.

Also, it's pretty important I have campaign scripting. Different companies call it worksheets, scripting, information forms, or the like. When a call is connected, it pulls up the CRM, does the lookup as above....but also has a popup or method for displaying what we (as a company) want the agent to say. "Hello ____, my name is ____ calling from _____." Also there needs to be some data collection associated with each call. Not only will agents be updating contact information, but also asking questions the admin will set up ahead of time. Example: "Do you have a credit card?" Yes/No "Are you interested in a low rate equity line?" Yes/No (This isn't what we do, but a good example) And then also call notes.

Most of this is fairly basic functionality of built-in CRMs within call center PBX software, but we want the added functionality of a real CRM (invoicing, products, tracking, email campaigns, exports, reporting, etc).

Any thoughts, advice, or heads up on any of this would be greatly appreciated. Sorry for the long post and thanks for your time.