Infratel, a provider of call centre products and services, and SugarCRM, a customer relationship management (CRM) firm, has signed a partnership agreement that will enable small and mid-size businesses (SMBs) to add telephony offerings to their CRM platform.
Infratel general manager Jim Southwell said the partnership is great news for SMBs that, in the past, may have lacked the budgets to compete with larger companies that have access to expensive enterprise offerings.
Infratel also plans to introduce a full social media integration that enables agents to recognise user trends and sentiments.
SugarCRM co-founder and chief technology officer Clint Oram said businesses simply need to connect and engage with their customers regardless of their size or level of resources.
"Partnering with Infratel allows our companies to provide a complete contact centre and CRM offering to an extremely large set of businesses which were previously locked-out of this type of robust functionality due to cost or complexity concerns," Oram said.
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