The integration with NetSuite requires agents to initiate NetSuite CRM instance in a separate browser window.  The integration enables screen pop of records with matching caller ID, case ID, or email ID and presents them to agents for an efficient work flow. The integration also generates call logs, chat logs, and email logs automatically. The screen pop is based on caller ID for phone calls, case ID for chats and email ID for email interactions.

Figure 1: Agent Console with NetSuite Integration


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