For our retail telecom business, we are looking for expert help in
integrating an open source CRM solution on our server that will give us the
ability to:
Enable Customer Service agents to open, manage, assign and track service
tickets
1. Create new customer records & service tickets from customized web
forms as well as from Customer Service agent manual input
2. Integrate with our customized OSCommerce shopping cart to track
customer purchase history
3. Integrate with Call Detail Records (CDR) in MySQL database so CS
agents can view and search customer call records from within CRM portal
4. Provide robust internal and customer-facing knowledge base and
support files
5. Enable customers to view their service ticket and order status via
secure login
6. Clear & concise customer reporting & tracking
7. Export detailed reports and complete data dumps of all records
8. CTI integration (screen pops, etc) with our VoIP virtual PBX that
tracks calls to Customer Service agents
9. Provide live chat with Customer Service
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