Printer Setup Pop Up When Opening Excel File Call Centre Setup Using Android Phone With Enjay Synapse Mobile

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Call Centre Setup Using Android Phone With Enjay Synapse Mobile

What is Synapse Mobile?

Enjay Synapse Mobile Solution has two components.

  1. Enjoy Synapse Mobile – CRM Module.

  2. Enjoy Synapse Mobile – Android App.

Synapse Mobile is an Android based app that works with Sugar CRM or any Sugar variant (like SuiteCRM). It enables your Android phone to act as a call center device. Eg: Your mobile gets a call and a pop-up appears in your CRM, or you click on the number in CRM and the Synapse mobile automatically dials from the Android phone.

You can also use Synapse to send/receive SMS. All calls/SMS (inbound/outbound) are automatically logged in CRM. Even calls are recorded (terms apply) and the recording is kept in CRM (call module).

HOW SYNAPSE WORKS…

Any call you receive on your mobile and your CRM screen will pop up the caller details.

  1. You click on any number in Seattle and the call is automatically dialed from your mobile

  2. All incoming and outgoing calls are automatically logged in CRM

  3. Call recording is also synced with CRM so you can access call recording logs from CRM

  4. Calls are recorded on the Android app and are periodically synchronized to CRM

Requirements for using ENJAY SYNAPSE

  1. Browser on any PC to access CRM.

  2. An Android phone where you can install the Enjay synapse mobile app. Android phone should be about Android 4.4

  3. It is preferable to have both the Android phone and the PC with your browser on the same Wi-Fi. However it can work smoothly even if the mobile is on 3G and your PC is using Wifi.

ENJAY SYNAPSE Feature List

  1. Incoming call popup.

  2. Click to call for outgoing calls.

  3. Logging calls directly in CRM.

  4. Call recording files directly into CRM.

  5. Send an SMS from your CRM and it goes through your mobile.

  6. If you receive an SMS on your mobile, it is logged in CRM.

  7. All calls/SMS logged in CRM are automatically associated (to a lead/contact/account) and assigned to a specific user.

Benefits of using Enje Synapse Call Center:

  1. No Capex required for setup. No hardware or expensive software is required for installation.

    1. No telephony server (or EPABX required).

    2. No need to install CRM server on-premise.

    3. No PRI modem is required.

    4. No IP phones are required.

    5. No cable required.


  2. The PRI problem

    1. PRI lines are difficult to obtain due to technical and feasibility issues.

    2. Calls from PRI lines are very expensive compared to GSM SIM.

    3. Not suitable for small teams as PRI always comes in bulk of 10/30 lines.

    4. The monthly budget (or commitment) is too high and not affordable for small groups.

    5. If some customers report some DNC (Do Not Call) violations then the entire PRI line is blocked – meaning your entire call center is down.


  3. Other benefits

    1. Each number is bound to individual agents. So there is no need for intelligent routing.

    2. Response rates to landline (or telemarketing) numbers are always low. So calling from a GSM (mobile) number increases the chances of the call being picked up.

    3. Some level of call distribution and call queuing can be achieved using mobile forwarding features (such as transfer to other mobile number if busy or transfer to another mobile number if not picked up within seconds). Note: These services are provided by your telecom operator and not by Synapse Mobile.


  4. Advantages of technology

    1. All calls are automatically logged in CRM. This means you get great reporting.

    2. Missed Call Management (from the CRM dashboard on the right).

    3. Call recording file directly in CRM (call module).

    4. Calls are directly related to Leads / Contacts / Accounts in CRM.

    5. Call disposition is selected directly in CRM (very easy to manage).

    6. Combine lead/sales management with traditional telephony, increasing efficiency to a much higher level.

    7. You are managing everything on the big screen in the browser, which is much easier to handle than on mobile devices.

    8. You can have multiple campaigns for multiple users (or groups).

    9. Great data security advantage, as you are not handing Excel files to callers, you are uploading them securely. Users can only make calls and they cannot download all data.


  5. Excellent reporting

    1. Call by user.

    2. Total call duration

    3. Productivity report.

    4. Lots of custom reports from CRM platforms.


  6. Enhanced productivity

    1. Enjay Synapse supports SMS and email templates.

    2. Managers/administrators can view live reports and statistics.

Advantages of Enge Synapse Mobile over Cloud Telephony Solution

  1. Cloud telephony always involves double billing because two channels are required for each call.

  2. GSM calling rates are lowest compared to any other phone line (PRI or Landline).

  3. The biggest advantage is your number. You are not tied to a cloud telephony provider.

  4. If a customer calls you – you will see the customer’s number.

  5. If you call a customer – the customer sees your number.

Frequently Asked Questions:

  1. Which Android OS 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 to release it.


  3. Which Sugar CRM versions/versions are supported?

    1. Sugar CRM. 6.5.x (Any version – CE, Pro, Ent)


  4. Which Suite CRM versions/versions are supported.

    1. Any suite CRM version that is based on Sugar version 6.5.x or higher.


  5. How to buy Synapse Mobile

    1. Click the button above for a demo, fill out the form and we’ll connect you.


  6. What is the Synapse Mobile subscription model?

    1. Synapse Mobile is priced per user per month.


  7. Can Synapse Mobile work without internet connection on mobile or if my CRM is onsite?

    1. Both mobile and CRM must be in the same network. If you have an onsite server and all your users are local. No internet required.


  8. What permissions do I need to grant to my mobile device to run Synapse Mobile?

    1. Manage phone calls.

    2. Record the audio

    3. Access media

    4. Access contacts

    5. Access SMS


  9. How does call recording feature work in Synapse Mobile?

    1. The voice file is recorded and stored in the mobile device and then uploaded to the CRM instance after a few minutes

    2. Second party sound may be weak (this is due to Android security feature). Some devices do not support recording. Recording works very smoothly on Samsung mobiles.

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