Customer Relationship Management (CRM) software record, unify and manage the business processes. It is usually industry specific and highly evolved. In most cases, there is a close relationship between phone services and CRM. The need to integrate phone services with a CRM or an ERP application is growing and presents an unique opportunity for CRM/ERP vendors to enhance product offering and increase productivity for its end-users. Phone service integration with sophisticated ACD and Dialer features will enhance the usability of the CRM and ERP software.
Asterisk is a powerful open-source IP enabled telephone switch that has revolutionized the PBX industry. It presents an unique opportunity for CRM/ERP vendors to integrate with a phone service and ACD. There are some powerful ACD and Dialer software with API for Asterisk CTI integration. The API libraries will allow application developers to incorporate the necessary CTI features at ease without the need to manage the lower levels of a telephone switch or PBX.