Call Center Services Featured Article

Five9 and NetSuite Play Nice Together on the Call Center Playground

By Chris DiMarco
TMCnet Web Editor

Five9’s (News - Alert) call center on demand software offers customers a flexible platform to conduct their customer service operations from. Five9 also adds value to Netsuite’s line of CRM and Business software solutions, giving them a way to integrate customer service operations directly with their core solutions. While some companies prefer to offer integrated CRM solutions rather than focusing on what they do well, Five 9 has chosen interoperability with an already established player in the field to continue focusing on providing the best hosted call center basics.Five9 recently showcased the ease of interoperability at the NetSuite (News - Alert) sponsored SuiteWorld.

At the show, Five9 demoed a number of its core competencies, with almost the entire catalog of hosted call center solutions represented. Each of the company’s products were run through a scenario helping booth visitors understand how Five9 product worked in conjunction with NetSuite’s and what they could accomplish on a day to day basis.

At the inbound call scenario for example an inbound call to Five9 triggered a database dip in NetSuite to pull the appropriate customer record in NetSuite based on caller information, such as caller ID, in a screen pop. The outbound dialer demonstration showed how a call could be made from the NetSuite interface, dialing a number and recording the call through the suite.

Five9 also showcased its ability to manage web presence; allowing visitor to enter information, and watch as the information and phone number populated NetSuite. The info then does a screen pop on the agent’s screen and lets them preview the dialer before clicking to call the customer right back.

Adding Five9 to a NetSuite platform gives customers more options in their customer retention strategies and provides deeper utility for call center agents. Both of these aspects make the incorporation of a Five9 solution with a NetSuite one a profitable and effective choice for call center operators.