With new features of Netsuite, it is now possible to integrate your DeskTop PC Phone solution with netsuite, contacts, customers, leads and other records. This new change enables companies, including my own, to leverage cheaper calling features of VOIP whilst not having to move away from a customer or contact screen, effectively allowing me to see all my customers 360' information whilst clicking their onscreen phone number to call them directly....
These features bridge the divide between having to search for client contacts, pick up the phone and manually dial, now with Netsuite we do not have this issue.
The example found at GFSS website shows how Skype calling functionality can be easily integrated into Netsuite. This solution provides the following possibilities
1. click to call customers, contacts, leads directly from within the Netsuite application
2. review custom 360' information whilst on a call, provides better knowledge of your customer and their purchased items, without coordinating the phone, the PC and the customer at the same time
3. reduces overall costs through use of VOIP technologies, now your customer base can be overseas and the costs of support, sales and other customer related processes are as expensive as local customers just around the corner.
4. with more VOIP solutions and providers features, integration of conference calling, call queues and other features are available.
5. increased customer satisfaction, throughout the whole customer management lifecycle
6. long term ability to store recorded messages along side customer records
Overall, Netsuite's ondemand solutions + integrated VOIP is powering new efficiencies in business; allowing small players to take on larger ecommerce providers, high street stores, or industry bluechip players.
Actually I have found that smaller companies, who are able to adapt such technologies quicker, have an overall competitive advantage. Larger companies struggle to implement such features and process within their organizations as the overall cost of holistic integration makes it either too costly or takes a visionnary CFO to direct the future of their businesses, all costing '000's of times more than the more nimble small or medium sized organization.
Ondemand and combined VOIP solutions are the future of growth for small and medium sized businesses.
By: Michael Scott