Call center setup using an Android phone with Enjay Synapse Mobile

WHAT IS SYNAPSE MOBILE?

There are two components of the Enjay Synapse Mobile Solution.

1. Enjay Synapse Mobile – CRM Module.
2. Enjay Synapse Mobile – Android Application.

Synapse Mobile is an Android based app that works with Sugar CRM or any Sugar variant (such as SuiteCRM). Allows your Android phone to act as a call center device. For example: You receive a call on your mobile phone and a popup appears in your CRM, OR you click the number in CRM and Synapse Mobile automatically dials from the Android phone.

You can also use Synapse to send/receive SMS. All calls/SMS (incoming/outgoing) are logged in CRM automatically. Even calls are recorded (conditions apply) and the recording is placed in CRM (call module).

HOW SYNAPSE WORKS…

Receive any call on your mobile phone and your CRM screen will display the details of the caller.

1. You click on any number in Seattle and a call is automatically dialed from your mobile phone
2. All incoming and outgoing calls are automatically logged in CRM
3. Call recording is also synced with CRM, which means you can access call recording logs from CRM
4. Calls are logged in the Android app and regularly synced with CRM

REQUIREMENTS TO USE ENJAY SYNAPSE

1. A browser on any PC to access the CRM.
2. An Android phone where you can install the Enjay synapse mobile app. Android phone must be on Android 4.4
3. It is preferable to have both the Android phone and the PC with your browser should be on the same Wi-Fi. However, even if Mobile is on 3G and your PC uses Wifi, then it can also work smoothly.

LIST OF ENJAY SYNAPSE FEATURES

1. Incoming call popup.
2. Click to call for outgoing calls.
3. Call log directly in CRM.
4. Call recording file directly in CRM.
5. Send SMS from your CRM, and it goes from your Mobile.
6. If you receive SMS on your mobile, you are registered in CRM.
7. All calls/SMS registered in CRM are automatically related (to lead/contact/account) and assigned to the particular user.

ADVANTAGES OF USING ENJAY SYNAPSE CALL CENTER:

1. No Capex required for installation. No expensive hardware or software is required for installation.
   1. No Telephony Server (or EPABX Required).
   2. It is not necessary to install the CRM server on premises.
   3. PRI modems are not required.
   4. IP phones are not required.
   5. Wiring is not required.
2. PRI problems
   1. PRI lines are hard to come by due to technical and feasibility issues.
   2. Calls made from PRI lines are much more expensive than GSM SIMs.
   3. Not suitable for smaller teams as PRI always comes in bulk of 10/30 lines.
   4. The monthly budget (or commitment) is much higher and not affordable for smaller groups.
   5. If any customer files a DNC (Do Not Call) violation complaint, the entire PRI line is blocked, meaning your entire call center is down.
3. Other advantages
   1. Each Number is linked to Individual Agents. So there is no need for smart routing.
   2. Response rates to landline (or telemarketing) numbers are always low. Therefore, calling from a GSM (mobile) number increases your chances of being picked up.
   3. Some level of Call Distribution and Call Queuing can be achieved using the Mobile Forwarding features (for example, if Busy then transferred to another mobile number or if not answered within certain seconds transferred to another mobile phone number). Note: These services are provided by your telecom carrier and not by Synapse Mobile.
4. Advantages of the technology
   1. All calls are automatically logged in CRM. Which means you get great reports.
   2. Management of missed calls (directly from the CRM panel).
   3. Call recording file directly in CRM (call module).
   4. Calls are matched to leads/contacts/accounts directly in CRM.
   5. Call disposition is selected directly in CRM (much easier to manage).
   6. Do Lead/Sales Management also in conjunction with conventional telephony, which increases efficiency to a much higher level.
   7. You are managing everything on the big screen in the browser, which is much easier to handle compared to mobile.
   8. You can have multiple campaigns for multiple users (or groups).
   9. The big plus with data security as you are not giving callers excel files but you are uploading them securely. Users can only originate calls and cannot download all data.
5. excellent report
   1. Calls per user.
   2. total duration of the call
   3. Productivity reports.
   4. Many custom reports from the CRM platform.
6. Improved productivity
   1. Enjay Synapse supports email and SMS templates.
   2. The manager/administrator can view live reports and statistics.

ADVANTAGES OF ENJAY SYNAPSE MOBILE OVER THE CLOUD TELEPHONY SOLUTION

1. In cloud telephony there is always double billing because each call requires two channels.
2. GSM call rates are lower compared to any other phone lines (PRI or landline)
3. The biggest advantage is that you own the number. You are not tied to a cloud phone provider.
4. If the Customer calls you, you will see the Customer Number.
5. If you call the Customer, the Customer sees your number.

Frequent questions:

1. What Android operating system are supported.
   1. Android 4.4 and above.
2. Is Synapse Mobile available on iOS phones?
   1. NO, it is not available and there are no immediate plans for its release.
3. Which versions/editions of Sugar CRM are supported.
   1. SugarCRM. 6.5.x (Any edition – CE, Pro, Ent)
4. Which versions/editions of CRM Suite are supported.
   1. Any version of CRM Suite that is based on Sugar version 6.5.x or higher.
5. How to buy Synapse Mobile
   1. Click the demo button above, fill out the form and we’ll connect you.
6. What is Synapse Mobile’s subscription model?
   1. Synapse Mobile is priced per user per month.
7. Can Synapse Mobile work if there is no Internet connection to Mobile or if My CRM is on site?
   1. The only requirement is that both Mobile and CRM must be on a single network. So if you have a server on the site and all your users are local. Internet is not required.
8. What permissions do I need to allow on my mobile device to run Synapse Mobile?
   1. Manage phone calls.
   2. audio recording
   3. access media
   4. Access Contacts
   5. Access SMS
9. How does the call recording feature work in Synapse Mobile?
   1. The voice file is recorded and stored on the mobile device and then uploaded to the CRM instance after a couple of minutes
   2. The other person’s voice may be weak (this is due to the security feature of Android). Some devices may not support recording. Recording works great on Samsung mobiles.