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CRM Integrations with Samsung Officeserv

One of the many reasons the Samsung officeserv phone systems are a formidable opponent, is the CRM integration software.

This software is called Samsung Xchange. It has the ability to integrate with the following CRM software.

  • Voice Recording software

Voice recording is now an integral part of business telephony and is useful for issues such as customer disputes, staff training and enhancing customer service levels. In the past, companies have been allowed to record the whole phone call with a customer and remain PCI compliant. Now however, in order to maintain PCI compliance many companies are required to pause recording during some sections of phone calls; e.g. when taking credit card numbers. Relying on the user to pause a recording allows human error into the equation, potentially leaving businesses no longer PCI compliant. Samsung Xchange Integrator is able to control Samsung’s voice recording software. (Note: this requires the Samsung Xchange Integrator PCI license)

This allows suspension of recording of calls when an agent opens a credit card info screen and restart recording once the agent leaves that screen.

  • ConnectWise

Samsung Xchange allows users to integrate with the contact data from ConnectWise. When configured, dialling from ConnectWise is performed by either using ConnectWise’s inbuilt dialling methods.

When on a call, if the called or calling party’s details are in the ConnectWise database then this will be detected and a ConnectWise button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the ConnectWise contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from ConnectWise and can also be used to show the contact or dial them directly.

  • LDAP

Samsung Xchange allows users to integrate with contacts that are contained in a directory that support access by LDAP (Lightweight Directory Access Protocol), for example Microsoft Active Directory.

When on a call, if the called or calling party’s details are in the LDAP database then this will be detected and a LDAP button will be shown.

Using the Address Book, the LDAP contact database will also be searched and the results displayed.

Finally, the Call History window includes the contact details from LDAP and can also be used to dial them directly.

  • Microsoft Dynamics CRM

Samsung Xchange allows users to integrate with contact data from Microsoft Dynamics CRM. When configured, dialling is performed from within Microsoft Dynamics CRM by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the Microsoft Dynamics CRM database then this will be detected and a Microsoft Dynamics CRM button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Microsoft Dynamics CRM contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Microsoft Dynamics CRM and can also be used to show the contact or dial them directly.

  • Microsoft Dynamics NAV

Samsung Xchange allows users to integrate with contact data from Microsoft Dynamics NAV. When configured, dialling from Microsoft Dynamics NAV is performed by using Microsoft Dynamics NAV’s inbuilt dialling methods.

When on a call, if the called or calling party’s details are in the Microsoft Dynamics NAV database then this will be detected and a Microsoft Dynamics NAV button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Microsoft Dynamics NAV contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Microsoft Dynamics NAV and can also be used to show the contact or dial them directly.

  • NetSuite

Samsung Xchange allows users to integrate with contact data from NetSuite. When configured, dialling is performed from within NetSuite by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the NetSuite database then this will be detected and a NetSuite button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the NetSuite contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from NetSuite and can also be used to show the contact or dial them directly.

  • Sage 50 Accounts

Samsung Xchange allows users to integrate with the contact data from Sage 50. When configured, dialling from Sage 50 is performed by using Sage 50’s inbuilt dialling methods.

When on a call, if the called or calling party’s details are in the Sage 50 database then this will be detected and a Sage 50 button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Sage 50 contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Sage 50 and can also be used to show the contact or dial them directly.

  • Sage CRM

Samsung Xchange allows users to integrate with contact data from Sage CRM. When configured, dialling is performed from within Sage CRM by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the Sage CRM database then this will be detected and a Sage CRM button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Sage CRM contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Sage CRM and can also be used to show the contact or dial them directly.

  • SalesLogix

Samsung Xchange allows users to integrate with contact data from SalesLogix. When configured, dialling is performed from within SalesLogix by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the SalesLogix database then this will be detected and a SalesLogix button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the SalesLogix contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from SalesLogix and can also be used to show the contact or dial them directly.

  • Salesforce

Samsung Xchange allows users to integrate with contact data from Salesforce. When configured, dialling is performed from within Salesforce by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the Salesforce database then this will be detected and a Salesforce button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Salesforce contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Salesforce and can also be used to show the contact or dial them directly.

  • SugarCRM

Xchange allows users to integrate with contact data from SugarCRM. When configured, dialling is performed from within SugarCRM by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the SugarCRM database then this will be detected and a SugarCRM button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the SugarCRM contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from SugarCRM and can also be used to show the contact or dial them directly.

  • SuperOffice

Samsung Xchange allows users to integrate with the contact data from SuperOffice. When configured, dialling from SuperOffice is performed by using SuperOffice’s inbuilt dialling methods.

When on a call, if the called or calling party’s details are in the SuperOffice database then this will be detected and a SuperOffice button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the SuperOffice contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from SuperOffice and can also be used to show the contact or dial them directly.

  • vTiger Integration

Samsung Xchange allows users to integrate with contact data from vTiger. When configured, dialling is performed from within vTiger by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the vTiger database then this will be detected and a vTiger button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the vTiger contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from vTiger and can also be used to show the contact or dial them directly.

  • Zoho Integration

Samsung Xchange allows users to integrate with contact data from Zoho. When configured, dialling is performed from within Zoho by either clicking on the enabled hyperlinks, or pressing the dial button next to the editable phone fields.

When on a call, if the called or calling party’s details are in the Zoho database then this will be detected and a Zoho button will be shown. When pressed, the associated contact record will appear.

Using the Address Book, the Zoho contact database will also be searched and the results displayed. Users can then select a contact and access the record or dial directly using the mouse.

Finally, the Call History window includes the contact details from Zoho and can also be used to show the contact or dial them directly.

 

If you would like any more information on this topic, please contact us on 01282 332046

Alternatively you can email us at info@ollycom.co.uk

 

About author

Name:
Oliver Flanagan
Profession:
IT Consultant and Engineer
About me:
Although I am proud to say “I`m an IT Connectivity Consultant and Engineer”, my best one liner at the moment is:

“I solve your IT connectivity problems!”

If your IT connections are:

• Too Costly
• Too Slow
• Unreliable
• Non Existent

Then call me today on 07977 062861 or email me on avenn@observit.co.uk

So what qualifies me to tackle your IT Challenges?

For 17+ years I have worked on projects with blue-chip companies and government departments, including PWC, Pfizer, BT, Colt Telecom, BNFL, NATO, USAF and the Royal Bank of Malawi.

I have taken numerous IT connectivity problems through problem analysis, solution design, implementation and review. I liaise with senior management, development teams and the end users to get a full picture of the problem and what’s required to fix it.

I take the integrity of my business seriously and consider it crucial to be honest and upfront to customers. If I`m not the solution for you then I will say so. It’s far more important to maintain a professional reputation than gain a quick short term buck.

When I`m not engineering or consulting I`m probably drinking posh coffee on a training course or researching new problem solving technology. After all we are in an IT revolution and keeping up to date is vital.

Thanks for reading.

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