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Call Center Technology Roundup August 18, 2011: Cloud-based telephony, Next-generation Cloud Solutions, Updated e-CRM Module

Telephony Integration with LinkPoint360 Now Available from M5 Networks

M5 Networks now offers their customers the capability to integrate telephony functions to their CRM through LinkPoint360’s Outlook Add-in. The LinkPoint360 add-in solution bridges the gap between Microsoft Outlook and Salesforce.com, Microsoft CRM and SalesLogix and will help M5 customers streamline their post-engagement and follow-up processes. The solution gives users the ability to transfer Outlook emails directly into a CRM, as well as log and post completed telephone call activity directly into the CRM.

Next-Generation Cloud Computing Solution from Infradept Suits Small to Medium-Sized Businesses

The new Infrastructure as a Service (IaaS) solution from Infradept is an adaptive cloud computing solution is geared for small and medium-sized businesses. The ready-to-use solution features built-in software and hardware refresh schedules, which enables companies to offer their customers continued service without having to "chase after" them for upgrades. This cloud solution also provides all-inclusive service and technology support, new Dell desktop computer equipment, Polycom telephones and full-featured PBX, the latest Microsoft Office software and privacy and security features.

Infratel Introduces Cloud-Based Telephony Service for SMB Market

Infratel recently announced the market launch for a hosted, cloud-based voice solution for small to medium-sized businesses. The new solution will offer a host of features for these businesses, including the ability to create unique inbound calling paths, deliver calls to any available phone, route calls based on time of day or other business rules, set-up unique mailboxes for the business and end-users and more. Infratel has said that they are currently in the process of selecting web hosting firms to partner for distribution in the market by 2012.

E-SoftSys Releases e-CRM Add-on Module Version 2.0

E-SoftSys has released the 2.0 version of Self Storage Manager, their fully-integrated e-CRM add-on module. First introduced in 2009, the e-CRM is an all-in-one add-on module suited for multi-facility operators that integrates with leading phone and call center systems and enables self-storage operators to track leads, reservations, marketing campaigns and more. The module integrates with Self-Storage Manager’s centralized database, so users can follow up with prospective customers, take payments, manage collections, and handle customer-related incidents from any location with Internet access. The new version will further enhance this current functionality.

Christina Hammarberg is the former associate editor at ICMI.