Synety Group plc announced that it has partnered with and completed integration of its CloudCall click-to-call, call recording and in-depth reporting solution with GoldMine CRM. As part of the partnership agreement Goldmine will roll out an active marketing plan for CloudCall to over 1 million users, including 'pushing' CloudCall as an optional extra as part of GoldMine's regular software upgrade programme.

Synety Group plc introduced a new solution which automatically collates call records and recordings made or received on landlines or mobiles by any member of staff, irrespective of their global location, and synchronises them automatically into the relevant customer contact record in CRM. CloudCall sync differs from Synety's other CloudCall products in that it organises call records from entire organisation rather that an individual user. When linked with Synety's CloudCall Enterprise platform, CloudCall sync stores the agent (member of staff) name, the device used made or received the call (i.e. desk phone /mobile), the call category (i.e. dealing order /statement request /complaint), call time and length, together with any notes made by the agent in CRM under the customers contact record. As with all CloudCall products, call recordings can be replayed directly from a customer contact record in CRM. This enables companies to track and analyse their customer's activities across multiple divisions, departments and locations and should prove particularly valuable in complaint and dispute resolution - especially for organizations running multiple call centres. Through the use of automated workflow's, any call made to, or received from an unrecognised number can be presented back to the relevant agent or their supervisor with a request to allocate the call log to a contact in CRM. As CloudCall records all calls, the agent can simply click to replay the recording if they cannot remember who they had spoken to.

Synety Group plc announced the integration of its CloudCall on-demand business telephony application with Sage CRM - the cloud SMB solution. The integration enables Sage CRM customers to combine data and voice services to create a complete and enriched CRM system. The integrated CloudCall application will drive powerful PBX and telephony functions direct from the Sage suite, including desktop click-to-dial, appending call histories and complete recording of calls to customer records, and comprehensive call reporting, saving users' time and enhancing customer service.