Contactual Uses SuiteCloud to Extend NetSuite Business Management System to Contact Center Organizations
Contactual Leverages NetSuite Business Operating System (NS-BOS) to Align Customers’ Contact Center and CRM Efforts for Better Service and Greater Loyalty
SAN CARLOS, Calif.--Contactual, a leader in on-demand contact center software for customer facing organizations looking to improve customer loyalty while reducing costs, today announced that it has extended NetSuite to its contact center software using SuiteCloud, NetSuite’s comprehensive offering of on-demand products, development tools and services designed to help customers and commercial software developers take advantage of the significant economic benefits of Cloud computing.
The new integrated solution, using NetSuite Business Operating System (NS-BOS), empowers customer service agents to seamlessly transition between applications, taking advantage of the rich transactional data in NetSuite to improve service and customer satisfaction. For example, as a waiting customer reaches the top of a queue, Voice over IP (VoIP) or standard telephone calls can be initiated by clicking on a contact pre-loaded along 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.
“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. “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.”
“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.”
Contactual is a member of NetSuite’s SuiteCloud Developer Network, a comprehensive developer program for Independent Software Vendors and Developers launched on March 19.
Since 2000, Contactual has provided a patented on-demand contact center for small businesses and enterprise departments looking to improve customer satisfaction while lowering costs. Contactual’s inviting interface, advanced control and reporting, and low maintenance requirements allow companies and internal service organizations to focus on providing great service rather than managing the call center. Contactual was a 2007 Best Communication Solution CODiE Awards finalist and a winner of 2006 Best Integrated Solution award from NetSuite. Contactual has earned the Frost & Sullivan 2005 Global Excellence in Technology Award as well as TMC Labs' Customer Interaction Magazine 2005 Innovation Award. For more information, visit www.contactual.com/pr.
NetSuite’s SuiteCloud is a comprehensive offering of on-demand products, development tools and services designed to help customers and commercial software developers take advantage of the significant economic benefits of Cloud computing. Based on NetSuite, the world’s most widely used Software-as-a-Service ERP Suite, SuiteCloud enables customers to run their core business operations in the Cloud, and software developers to target new markets quickly with newly created mission-critical business applications built on top of mature and proven business processes. The complete SuiteCloud offering includes NetSuite’s multi-tenant, always-on SaaS infrastructure; the NetSuite Business Suite of applications (Accounting/ERP, CRM, Ecommerce); the NS-BOS Development Platform; the SuiteCloud Developer Network (SDN), a comprehensive developer program for Independent Software Vendors (ISVs); and SuiteApp.com, a single-source online marketplace where ISVs, customers and solution providers can find applications to meet specific business process or industry-specific needs. For more information on SuiteCloud, please visit www.netsuite.com/developers.
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