http://blog.impelcrm.in/?p=114 Mon, 31 May 2010 11:23:34 +0000 http://wordpress.org/?v=2.9.1 hourly 1 http://blog.impelcrm.in/?p=114&cpage=1#comment-1375 PK4 - OnDemand at its best » Blog Archive » Partnering for customer success Sun, 22 Nov 2009 05:34:45 +0000 http://blog.impelcrm.in/?p=114#comment-1375 [...] Technically, too, this roll-out breaks the stereotypical SaaS CRM model. Here we have Impel being accessed across the web, but it works behind the scenes with a server that’s sitting in the customer’s premises. And that in turn throws calls to specific agents’ desktops, for both outbound and inbound calls. On the Impel side, a call may need to be initiated due to an incoming SMS, a new campaign being uploaded, whatever – the users don’t see that complexity at all. So the solution now spans at least three physically-separate networks – the mobile network for SMS, the “cloud” for Impel and our customer’s internal network for the VOIP and call-routing. While all this is quite innovative (even if I say so myself!), it is actually just a good use of off-the-shelf technologies. And that’s what fascinates me – the fact that so much can be done with so little. And for so little! No wonder I’m a fan of open source! [...] [...] Technically, too, this roll-out breaks the stereotypical SaaS CRM model. Here we have Impel being accessed across the web, but it works behind the scenes with a server that’s sitting in the customer’s premises. And that in turn throws calls to specific agents’ desktops, for both outbound and inbound calls. On the Impel side, a call may need to be initiated due to an incoming SMS, a new campaign being uploaded, whatever – the users don’t see that complexity at all. So the solution now spans at least three physically-separate networks – the mobile network for SMS, the “cloud” for Impel and our customer’s internal network for the VOIP and call-routing. While all this is quite innovative (even if I say so myself!), it is actually just a good use of off-the-shelf technologies. And that’s what fascinates me – the fact that so much can be done with so little. And for so little! No wonder I’m a fan of open source! [...]

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