Some more good news out of last weeks VoiceCon… Digium has made even more progress in integrating SugarCRM into its open source Asterisk-based call center and telephony tools.
I don’t think enough attention has been paid to the way open source can and will affect the call center universe. Think about it – how many small businesses never had the option for an in-house call center? let alone one that was well-integrated with cutting edge CRM functionality.
The integration between SugarCRM and Asterisk has been well documented form a technical level. But I think more attention should be paid on the business transformation capabilities of true call center functionality powered by commercial open source providers.