June 04, 2014
Five9 Call Center Software Helps NetSuite Grow and Scale Its Customer Support
By Tracey E. Schelmetic
While the cloud has generally been considered one of the most important things to happen to enterprise solutions, it hasn’t always been a fairy tale for many companies. The earliest iterations of cloud-based telephony solutions burned many companies. Seeking a cheaper alternative to premise-based solutions, they implemented first-generation cloud solutions only to find that the call quality was so poor, their customer support was regressing rather than improving.
One of the companies that experienced this learning curve was cloud-based ERP solutions provider NetSuite (News - Alert), which struggled for years with poor-quality calls thanks to a less-than-optimal cloud installation, said technical support director Bernie Fraser in a recent case study.
“Imagine you have a critical project and you can’t get the answers you need, because you can’t hear the person you’re talking to,” Fraser said. “Our customers would have to repeat things, and sometimes the agent would misunderstand and go down the wrong path.”
This led to longer, more expensive calls, errors and frustrated customers and agents. In 2011, the company sought a better solution that would help it increase the efficiency of its agents and improve customer satisfaction levels. This meant looking for a feature-rich solution with superior call quality. Ultimately, the company chose hosted call center software from Five9. One of the many compelling reasons the company chose Five9 (News - Alert) was that it seamlessly integrated with NetSuite’s own CRM solution, allowing agents to save call information directly into CRM.
“Also, Five9 provided a number of tools ‘out of the box’—such as call recording, reports, and customized IVR tools—that we could only get from other providers if we customized their solution,” Fraser said. “So we went with Five9.”
The multichannel nature of the Five9 solution ensured that NetSuite wasn’t operating customer relationship-killing siloes in which information is stored but never shared in order to enrich the customer experience.
“We’re now able to get all of our call details into NetSuite and attach them to each customer,” Fraser said. “When we view a customer account, we can see what kind of case the customer had, how many calls there were, how long the calls took, and what products they’re attached to.”
NetSuite can also easily identify which types of calls take too long, and then can target training to improve the interactions. In addition, the Five9 solution allowed NetSuite to customize its IVR scripts and call queues, which allowed a more efficient, streamlined call structure. Today, the Five9 solution is easily supporting NetSuite’s rapid expansion, allowing for the kind of scalability premise-based systems simply cannot. Agents can work from home, which is a boost to employee morale, saves money and ensures that customers are getting the right agent every time.
Edited by Stefania Viscusi