How to organize ip-telephony for the sales department of a small company?

Question

Telephony

Hello!
The task is next. There is a sales department in a small company. The management wants to implement ip-telephony for the following purposes:
- Recording telephone conversations
To be able to listen to the conversation between the manager and the client and point out mistakes to him
- Evaluation of the work of managers
To see the statistics of who called how much
- Do not lose calls
Switching to another manager or forwarding to mobile
- Integration with CRM
So that you can press a button directly in CRM and dial a number on the phone, and so that when you receive a call, the client card automatically opens.
If I understand correctly, there are two options:
1. Install and configure your own asterisk
Who can I contact to get it done? How difficult and expensive is it?
2. Contact a virtual PBX provider
The management leans towards the mango office, but they have an API for CRM in development (and when it will be ready is unknown), and they do not like CRM from mango. Who else can you recommend from such providers?
Mostly interested in personal experience.
CRM is already in the process of development, so the presence of CRM at the provider does not play a role (they are usually crooked anyway) - only telephony is needed.
Now used PBX Panasonic KX-TDA100. Perhaps you can work directly with it somehow without any Asterisks.

Answer 1

Thank you all for the information.
So far, we are still developing CRM since we have already begun. Moreover, as I already wrote, I am the specialist programmer-altruist who will implement it. :)
And let's try to integrate it with the PBX through modules from Simple Calls . In this case, it will be possible to switch to asterisk painlessly - the universal
SugarCRM module is an interesting system, but IMHO too overloaded and it's not very clear how it is with usability.

Answer 2

Proceed from what kind of CRM you need - a self-written or a ready-made solution (paid / free).
Option 1 - your own CRM
cons:
- you need a specialist programmer-altruist who will spend your time / money / nerves on the implementation of all kinds of Wishlist;
- not the fact that in the end such a CRM will work with your IP-telephony system or meet your expectations about how it should work in the end
- further project support, which results in additional costs, etc.
pluses:
- perhaps you will be able to ensure that such a CRM will fully satisfy all the requirements of business processes in your organization
Option 2 - free CRM (freeware)
Suitable for your listed requirements (integrated with the same Asterisk) I can name sugarCRM, vtigerCRM.
cons:
- again, you need a specialist. who will install / configure / configure all this;
- you will have to be content with the functionality that CRM data provides
pluses:
- you do not need to reinvent your own wheel.
Option 3 - paid ready-made CRM
Based on how many people will use such a system now and in the future.
Such systems are delivered either in the cloud or as ready-made desktop solutions, and you should choose one or the other exactly in accordance with this fact.
Calculate the cost of implementing CRM to begin with, and only then, based on that. what other companies offer, draw a conclusion - is it worth it to fence a garden with asterisks yourself and then hang your / ready-made tools on it and then support all this madness on the verge of falling, or overpay at the initial stage and not bother your head with unnecessary problems in the future.
From what I had to deal with:
MangoOffice - expensive, not convenient, no technical support
sipuni - no CRM, expensive, very cool
telphin tools - no CRM, cheap
dom.ru connection - not even close to a cloud PBX, no CRM
zadarma - cheap connection , but, accordingly, no

Answer 3

Look at www.vicidial.org/vicidial.php Easy
to install and work. Able to spread across servers (cluster). Nobody has to pay anything. There is integration with vTiger CRM. Inside Asterisk, this is a minus, but not a very big one.

Answer 4

There is an integration module for vtiger and zadarma.
All functions as in the standard asterisk module:
redirection to the responsible person, showing a card, recording, wiretapping, quick creation of records (lead, contact, account).
And also: the ability to simultaneously use c asterisk, create tasks for missed calls, comment on the call.
I can quickly rework for another service (mango, CoMagic.ru, twilio). Who cares - write.
Also, the module can be quickly adapted to some other CRM
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