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July 22, 2008

New Live Chat for NetSuite Now Available

By Susan J. Campbell, TMCnet Contributing Editor


Velaro, a provider of live help for increasing sales, announced the release of Live Chat for NetSuite (News - Alert). This new version offers tight integration with the NetSuite on-demand business management suite while taking full advantage of NetSuite’s powerful ability to present a 360-degree view of customer information by leveraging core functionality in customer relationship management (CRM), enterprise resource planning (ERP) and e-commerce.

Live Chat for NetSuite delivers key benefits to businesses that include real-time visibility to all customer data; accurate and error-free documentation of customer support notes; and the elimination of transferring data from one application to another.
 
The NetSuite Business Operating System (NB-BOS) was used to integrate the live chat and NetSuite. NB-BOS is a rich set of development and testing tools that are designed to enable ISVs to create new applications and whole vertical solutions using NetSuite’s core functionality across the complete business process lifestyle.

As a result of building on and extending the core of NetSuite, NS-BOS increases ISVs can boost speed-to-market and developers can focus on their unique differentiation rather than spending time on core functionality that NetSuite already provides.

Velaro’s Live Chat for NetSuite delivers benefits to a wide range of sales and customer service and support processes. The solution offers real-time lead and case creation from chat sessions in addition to the automation of another significant customer touch point.

For instance, Live Chat for NetSuite allows customers to search for or create NetSuite leads and cases in real-time while being in a Velaro live chat session. When the chat is complete, each transcript is automatically attached and archived to the associated NetSuite records. 

"Velaro's live chat integration is another great example of the power of NS-BOS," said Mini Peiris, Vice President of Product Marketing at NetSuite, in a Tuesday statement. "Thanks to the SuiteTalk Web Services layer of NS-BOS, Velaro has been able to incorporate a valuable customer touch point within NetSuite, making it easy for NetSuite users to tap into a sales and service channel that is growing in popularity."

MindJet, a valued customer of both Velaro and NetSuite, produces software that helps people to visualize and use information. MindManager is the company’s flagship product and is used globally by 85 of the Fortune 100 companies and more than 50 percent of the Global 2000.

With Live Chat for NetSuite from Velaro, MindJet no longer has to run both NetSuite and Velaro's Desktop Application independently.

"Velaro's NetSuite integration makes everyday tasks for my sales team easier than ever, allowing for an increase in lead conversion numbers," said Kollin Hutchison, Director of Customer Support, MindJet, in Tuesday’s statement. "All critical customer information is now associated with the appropriate record within NetSuite and readily accessible by my entire staff."

"Velaro's new NetSuite integration eliminates unnecessary steps in sales and service processes," said Alex Bloom (News - Alert), President of Velaro, in the Tuesday statement. "And instead of having customer information stored in separate disparate systems, or having online agents manually move critical information between systems, Velaro does it for them.”

“Building the integration with NetSuite was facilitated by the flexibility and depth of the NS-BOS platform which allows Velaro to easily tap into the core NetSuite sales and service objects," Bloom added.

One of the key elements to effective customer service and sales execution is accurate and timely information. If a customer or potential customer’s data is not integrated into one application, interactions have the tendency to take longer and lack all information for successful execution.

This new version of Live Chat for NetSuite is designed to address these challenges and deliver benefits to users that allow them to maximize every lead and every customer interaction. In doing so, these companies can become more effective, driving greater revenue and market share.
 
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
 

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Jim Cossetta, President, CEO, 4What Interactive, Creators of The VoIPTrainer, brought to you by 4What Interactive (News - Alert).





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