Overview: 8x8 Work for NetSuite

8x8 Work for NetSuite brings phone communication to your CRM environment through an integrated dialer. You can access the integration directly from your CRM dashboard and manage calls more conveniently while combining the benefits of your CRM with the capabilities of 8x8 Work.

When you receive an incoming call, the integration searches your NetSuite contacts to identify the caller. If a matching contact is found, the customer record opens automatically, giving you visibility into previous interactions before you answer.

Audience

This guide is for agents using 8x8 Work for NetSuite.

Availability

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

Features

8x8 Work for NetSuite you can:

  • Make and receive calls faster.
  • Preview matching contact details and past interactions before answering a call, so you have context before the conversation starts.
  • Look up customer records during the call without putting the caller on hold.
  • Search the 8x8 Work contact directory and start calls with one click.
  • Log in using SAML Single Sign-On.
  • Quickly log call details into NetSuite after every interaction.
  • Transfer calls and add multiple participants to resolve complex issues in a single conversation.

Limitations

  • The 8x8 Work for NetSuite integration can only be launched in a floating window.
  • The 8x8 Work 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. To learn how to find cases, see Troubleshooting.
  • 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.

Browser requirements

We recommend using Google Chrome to ensure a smooth experience.

Before you begin

  • Log in access to NetSuite.
  • Log in access to an 8x8 Work extension.

Supported NetSuite objects

The following NetSuite objects have been tested with the 8x8 Work integration:

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