By Sharla Sikes
VoIP provider Fonality announced the purchase of Insightful Solutions, a software distributor for customer relationship management platrofm SugarCRM.
The CRM merger will give Los Angeles-based Fonality the ability to offer customers its Asterisk PBX together with the CRM software from Insightful of Sydney, Australia, for a â€œunified solutionâ€ with communications and customer relationship tools especially suited for small and medium businesses. The solution will include employee presence management, instant messaging, fixed and mobile calling and â€œa single 360-degree view of customers and business partners.â€
A version with basic click-to-call functionality is currently available as Fonality CRM, hosted at Fonality data centers for current PBXtra and trixbox Pro customers worldwide.
Insightful CEO Mac Englaro said a more extensive version with more functions will be released in 2008, according to VoIP News. This new version will incorporate more PBX and CRM integration, giving users better record-keeping and management ability. A record of callsâ€”both outgoing and incomingâ€”will be saved, and screen-pops will lead agents into the appropriate CRM screen for incoming calls. When the PBX is linked to the CRM system, inbound phone calls can be linked to the customerâ€™s account and routed to the correct customer service agent.
Â â€œTelephony and CRM have a naturally concentric relationship, so this is a good place to leverage hybrid-hosted and we are thrilled that the great folks at Insightful have joined forces with us to accelerate our unified offering to the global SMB marketplace,â€ said Chris Lyman, Fonality CEO, in a statement.
Insightful Solutions has been a long-time partner with SugarCRM Gold and helped to modify and improve SugarCRMâ€™s code.
Fonality has not released the financial details of its acquisition, but has promised Insightful Solutions employees a position at Fonality.
â€œIn Fonality we found a like-minded team which values going beyond simple integration, and building fully conjoined products that expand the definition of whatâ€™s on the market today. Together weâ€™re going to continue to raise the bar for what people expect from bothVoIP and CRM,â€ said Marc Englaro, co-founder and CEO of Insightful, who has now been named as general manager of Fonalityâ€™s CRM Division.