Contactual Uses SuiteCloud to Extend NetSuite Management System in Call Centers
May 13, 2009
By Jessica Kostek
, TMCnet Channel Editor
Contactual, a provider of call center software will utilize NetSuite (News
) Business Operating System (NS-BOS) to provide call centers better service and CRM efforts greater loyalty.
announced that it has extended NetSuite to its call center software using SuiteCloud in an effort to improve upon customer loyalty while reducing costs. NetSuite’s offering of on-demand products, development tools and services are designed to help customers and commercial software developers take advantage of the economic advantages of Cloud computing.
“NetSuite’s highly customizable and extensible on-demand application makes our contact center software easier to use and integrate into our customers’ systems,” said Matt Krichbaum, Vice President of Operations for Contactual (News
). “Most important, we know that we can trust NetSuite to perform under our unique demands, and provide reliable results that earn and reward our customers’ faith in cloud computing.”
Using NetSuite Business Operating System will empower customer service agents to transition seamlessly between applications improving service and customer satisfaction, company officials said.
For example, a customer waiting in line reaches the top of a queue, a Voice over IP (VoIP) or standard telephone call can be initiated by clicking on a contact pre-loaded with a NetSuite record. As the inbound call comes in, NetSuite automatically displays all relevant transactions for that customer allowing faster and more complete service.
“We are excited to have Contactual as a member of the SuiteCloud Developer Network,” said Raghu Gnanasekaran, Senior Director Partner Development, SuiteCloud Developer Network at NetSuite. “Contactual’s hosted contact center is a perfect example of the tangible benefits of cloud computing, and a worthwhile consideration for any company looking to save costs while improving customer care.”
A member of NetSuite’s SuiteCloud Developer Network, Contactual, and the network is a developer program for Independent Software Vendors and Developers that will be launched on March 19.
Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.
Edited by Jessica Kostek