A lot of clients ask us about NetSuite’s case management capabilities, and want to learn how they can integrate cases with their call center. We connected with our partners at NetSuite and our in-house CRM experts to give you the run-down on Case Management, and how you can take your NetSuite cases a step further with Contivio’s Omnichannel contact center solution.
NetSuite “Case Management,” part of NetSuite CRM, is a ticketing system for organizing, routing and responding to customer inquiries or support issues that arise via email, or any other media channel.
Cases are automatically created from emails sent from leads, prospects or customers. These emails are usually sent to group email addresses (for example: email@example.com or firstname.lastname@example.org). From there the case is routed to a rep, who can either resolve it, or escalate it to a more appropriate rep. When the customer receives the response from the rep, he or she can reply to the message, which will be added to the original case record and emailed directly to the previous support rep, or the next available agent. Once the case has been tagged ‘resolved’, the support rep can close it and move on to the next one.
Though email is the most common method, cases can also be created manually for other channels, real-time from calls or live chat using Contivio’s Built For NetSuite (“BFN”) offering. For example, if a customer calls or chats your customer care team about an issue, the customer care specialist is able to manually create a case under the customer’s record.
NetSuite’s case management is beneficial for almost any business because it helps automate and organize the business processes associated with customer inquiries & issues. Because NetSuite provides a 360-degree view of the customer, it’s easy to track your support cases by product, issues, case type, rep and customer, and then tie that information back to your bottom line (in terms of renewals, revenue and customer satisfaction). They also have self-servicing capabilities so that customers can track the status of their cases, or access a knowledge-base to get the answers they need without intervening with your team.
We all know that NetSuite’s Case Management product works well… but how can we take it a step further? Since Case Management goes hand-in-hand with customer service & support, Contivio has developed seamless integration with cases across all channels.
The benefit of tying Contivio into your NetSuite case management workflow is that Contivio can apply more advanced routing rules, offers additional self-servicing capabilities, and automatically screen pops cases through any channel including Phone, Email and Live Chat.
In addition to that, Contivio also provides holistic reporting with real-time dashboards so you can have a true sense of all of the customer interactions taking place in your Call Center at once. Learn more about how Contivio works with each channel using the links below:
Publish Date: January 29, 2018 5:00 AM
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
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Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
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MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
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Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
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The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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|7.)||Teckinfo Solutions Pvt. Ltd.|
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
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