Overview: 8x8 Contact Center for NetSuite

8x8 Contact Center for NetSuite offers multichannel integration with NetSuite, allowing you to set up quickly and combine the benefits of NetSuite with the capabilities of 8x8 Contact Center. The integration supports communication with customers via phone, chat, and voicemail channels and thus allows you to access data from NetSuite through an integrated 8x8 Agent Workspace. 8x8 Contact Center for NetSuite provides key information about each customer interaction, giving you insight into the full customer experience so you can access detailed records of communications with each customer.

During an inbound interaction, 8x8 Contact Center for NetSuite tracks whether the caller is an existing user by searching NetSuite records and presenting the matching record for agent preview. Agents can be better informed and prepared to answer customer interactions by previewing relevant customer record details.

8x8 Contact Center’s custom screen pop integration with NetSuite offers the following benefits:

  • Out-of-the-box integration with minimal custom development work
  • Tools that help provide agents with up-to-date information and knowledgeable service

Audience

This guide is intended for NetSuite agents using the 8x8 Contact Center integration for NetSuite.

Availability

The 8x8 integration for NetSuite is currently available in the United States, the United Kingdom, Australia, and New Zealand.

Features

Using 8x8 Contact Center for NetSuite, you can:

  • Take advantage of phone, chat, and voicemail media support for communications.
  • Manage customer phone calls and chat requests from the integrated interface.
  • Get instant access to customer records via 8x8 Contact Center for NetSuite.
  • View real-time queue status and process interactions efficiently.
  • Track history of customer interactions via call logs and chat logs.
  • Set your status to accept or block interactions.
  • Check the status of other agents and communicate via phone or chat.
  • Perform warm/cold call transfers between agents.
  • Support for SMS channels.
  • Support for WhatsApp channels.

Limitations

  • The NetSuite integration can only be launched in a floating window.
  • The 8x8 Contact Center for NetSuite integration searches the CRM by phone number and returns only contacts, customers, and leads. Cases do not appear in the search results because they are not stored against a phone number in NetSuite. This is expected behavior.
  • The contact field is only populated when a valid parent company is also available. If no valid company is available, the call log will not include a contact or company association.
  • Limitations related to SMS support:
      • We currently don't support SMS messaging to short code numbers. We support messaging to toll-free and regular phone numbers.
      • We don't support MMS.
      • SMS messaging doesn't support images or emojis. It is plain text only.
      • Customer responses to agent initiated messages are not directed to the agent unless a dedicated SMS queue is set up for the agent.
      • Group messaging is currently not supported for outbound SMS.
      • For outbound SMS, an SMS channel must be set up with a number for that region.
      • To send a message while on a call, there must be a disposition code set up.
      • Alphanumeric sender ID’s are not available.
  • Limitations related to WhatsApp support:

      • Agents cannot initiate outbound WhatsApp messages.
      • Agents cannot send images to customers; they can only receive images. The images sent by the agent will not be received by the customer.
      • When a .txt file is sent, its content appears directly in the conversation and interaction log instead of as a file attachment or link.
      • Attachments such as images, video recordings, GIFs, and documents are not supported in the interaction log. They appear as links, but cannot be accessed or opened.
      • When Enable Translation is turned on, emojis sent by external users are not transferred to the agent.
      • Voice notes are not supported in the interaction log.
      • Location pins are not supported in the interaction log.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Supported CRM objects

8x8 Contact Center for NetSuite supports the following objects in NetSuite:

  • Contact
  • Customer
  • Lead
  • Prospect
  • Employee
  • Vendor
  • Partner
  • Case