Voice Enabled NetSuite

Working with our colleagues at Ribbit, we developed an integration between NetSuite and voice technologies as referenced here: http://labs.ribbit.com.  The integration demonstrates two examples of how we can update NetSuite using voice technologies.  We have demonstrated two scenarios where this is powerful:

  1. A salesperson uses his phone to leave a voicemail which is transcribed, attached to a customer record, and updates his tasks.  We see this as the missing link between a busy mobile-based salesperson that needs to trigger action at the home office and ensure no requests are missed.   Voice is the traditional practice universally used to produce coordination; and hence will produce a higher adoption rate in CRM systems.
  2. For an organization that has a customer service function, a customer can call NetSuite, either by dialing a dedicated telephone number linked to the Ribbit voicemail system, or by calling directly from a voice-enabled computer on a web page.  The voicemail is transcribed, linked to a customer record, and put into a case queue.  Depending on keywords found in the messages, such as the utterance “urgent”, rules are created to escalate the request.  We see this as a powerful way to offer support assistance after hours or when call volume overflows existing agent capacity.

In both cases, we leveraged purpose based telephone numbers within the Ribbit platform.  With Ribbit’s speech-to-text transcription service and other call record information, we coupled caller ID to route messages and linked them to the appropriate records within NetSuite.  In both cases, we attached the audio file to the NetSuite entity records to ensure that it can be listened to from any computer while reviewing the record.  If the caller ID was not matched with an existing record within the system, we placed the voice messages in the general queue for traditional inbound service requests.

Our demonstration system needs some tweaking as we have a number of ideas that could further leverage both NetSuite and Ribbit.  However, we have developed a rough draft video below that should give you a good idea of how it works.

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Marty Zigman

Holding all three official certifications, Marty is Southern California's NetSuite expert and leads a team of senior professionals at Prolecto Resources, Inc. He is a former Deloitte & Touche CPA and has held CTO roles. For over 25 years, Marty has produced leadership in ERP, CRM and eCommerce business systems. Contact Marty to set up a conversation.

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