Are you tired of losing the details from every call and text, and chasing down follow-ups by hand? Upsert® Engage for Zoom Phone is a SugarAI (formerly SugarCRM) omnichannel solution that seamlessly embeds the Zoom Phone experience directly in Sugar. With all your phone calls and SMS messages recorded in Sugar, you establish a critical foundation of context that enables you to leverage business automation and analytical tools to determine the next, best step for your customers and prospects.
Key benefits
Instant access to Zoom Phone anywhere in Sugar
When you install Upsert® Engage for Zoom Phone, any phone numbers in Sugar transform from being a point of reference to a point of action. Launch our dynamic Call Center UI from any record with click-to-dial, and you're instantly working with full context with the ability to call or send a SMS to your customers and prospects.
When someone calls you, Upsert® Engage surfaces their full context instantly, so you're never caught off guard and always ready to help.
Hands-free call logging (well, mostly)
When a call wraps up, it's automatically marked "Held." Need to capture something in the moment? Use the Call tab to take notes, and the Quick Save dashlet saves every detail straight to the call record. No extra clicks, no lost notes!
Powered by Zoom Phone's AI Companion, Upsert® Engage turns your conversations into next steps without a single manual note by ingesting transcripts, summaries, and action items after the call is complete. Summaries and action items roll up to the parent record to promote efficiency and transparency.
Get the customer insights that matter to you
When you schedule, make, or receive a call, you'll instantly have a 360-degree view of the customer's history and past interactions through Sugar's familiar and powerful UI. Focus drawers and custom dashboards put the customer's data in front of your agents without navigating away from the call, and updating a detail on the fly takes seconds instead of a follow-up task.
Make it smarter with Upsert Assist
Transcripts and summaries are just the start. Pair Upsert® Engage with Upsert® Assist, our AI integration, to build prompts unique to your business to intuitively enrich records and run the kind of analysis that's specific to how you sell and support.
Turn action items into action
Tackle your action items right from the dashlet. Create a follow-up call, meeting, or task in a few clicks. Scheduling a meeting or call? Upsert® Engage intelligently pulls in the original call's attendees for you. One click saves the activity and clears the item off your list.
Texting is always one click away
Whether you are on a call, following up on an action item, or replying to an inquiry, our Conversations dashlet allows you to send SMS messages with ease! With our SMS add-on, you can send documents, technical specs, and quick answers in seconds, and it will show up on any Sugar record with that phone number associated.
Incoming texts land in the Message Center, where they're matched to the right customer automatically and stay visible to the whole team. Nothing sits unread on one agent's phone, and the full conversation history travels with the record.
Work your list, your way
Outreach efforts have never been easier in Sugar! Call Lists can be built from any module in Sugar, giving you a tailored, prioritized view of exactly who to reach out to next. Whether that's a hot lead, a renewal, or a customer follow-up, you never have to build a custom report or print out a list to contact your targets again.
What's new in Upsert® Engage
Upsert® Engage for Zoom Phone is the evolution of Upsert Call Center, expanded with:
- AI-powered call intelligence — automatic ingestion of Zoom Phone's transcripts, call summaries, and action items
- SMS in Sugar (add-on) — send and receive text messages from your Zoom Phone lines without leaving Sugar
- Call & SMS Lists — outbound campaigns that can be used for calls or texts in a single, organized list
Purchase requirements
- 10-User minimum
- Zoom Phone license sold separately
- SMS functionality available as an add-on
System requirements
- Sugar Sell (all Editions), Serve, and Enterprise products
- Versions 14.x and higher
- Hosted in SugarCloud or on-site
- Transcripts, summaries, and action items require Zoom AI Companion to be included in your Zoom plan and enabled for your Zoom Phone users
