Contactual Integrates OnDemand Contact Center with NetSuite as Part of NetFlex Applications Program

Contactual OnDemand Contact Center Singled Out for Outstanding Innovation

SAN CARLOS, CA (January 12, 2006) – Contactual today announced that it has become one of the inaugural partners of NetSuite’s NetFlex Applications Program. Contactual has extended NetSuite’s One System Architecture with new capabilities to meet the contact center needs of businesses. The NetFlex Application platform goes beyond other on-demand development environments by being the first to allow third party applications to integrate rich transaction data – orders, inventory, invoices and shipments – with their applications.

Because NetSuite holds the most important data of a company – orders, invoices, website transactions, shipping records, time tracking, and payroll data – the applications that are built on it using NetFlex are much more powerful and business critical.  For example, with Contactual, NetSuite users can now use the Contactual OnDemand Contact Center to integrate telephony, voice mail, email and chat with NetSuite to provide real-time routing and handling of inquiries to allow companies to set and meet service level agreement (SLA) measures.

Contactual OnDemand Contact Center is a full featured on-demand contact center with enterprise-class call center features including skills based call routing, real time monitoring and reporting, email, voice mail, chat.  Both voice-over-IP (VoIP) and standard telephony (PSTN) are supported.  When integrated with NetSuite through NetFlex, Contactual provides for using the NetSuite contact record including a screen pop of the appropriate NetSuite record based on the incoming phone call as well as a “click to dial” function from within the NetSuite record.

“We are very proud to be a NetFlex Applications Program partner to bring the benefits of hosted contact centers to businesses,” said Mansour Salame, Founder and CEO, Contactual. “The NetFlex platform provides a cost effective way to integrate to NetSuite. Customers can benefit from NetSuite’s role as the system-of-record for front- and back-office data, which makes it possible to build deeper integrations than standalone point-product applications.”

“NetSuite helps a company manage its core back-office/ front-office processes.  The NetFlex Applications Program allows third-parties to leverage this ‘system of record’ to extend NetSuite into a host of important applications,” said Zach Nelson, CEO of NetSuite. “Contactual OnDemand Contact Center adds to NetSuite the ability to integrate telephony, voice mail, email and chat with NetSuite to provide real-time routing and handling of inquiries to allow companies to set and meet service level agreement (SLA) measures.” 

About Contactual
Contactual is the technology and market leading On-Demand Contact Center solution. Because it is delivered via the Internet, customers can have their customer contact centers up and running in as few hours, with no capital outlay.

The Contactual service fully integrates with all of the communication channels people use to reach companies—whether by phone, VoIP, email, or over the Web. Contactual unifies customer contacts into one routing, queuing, and tracking system; ensuring customers receive the attention they deserve, regardless of how they choose to communicate. Contactual makes the set up and ongoing maintenance of contact centers easy, enabling customers to change their parameters when they need to, without waiting for the service provider or incurring additional fees.

Contactual has earned product excellence awards and recognition from all major contact center publications and trade shows since its introduction, including: Product of the Year, Best of Show awards, Editor’s Choice awards, and numerous high marks from product testers. For more information, visit: www.contactual.com
 
About NetSuite
NetSuite enables companies to manage all key business operations in a single, integrated system, which includes customer relationship management; order management and fulfillment; inventory management; finance; ecommerce and Web site management; and employee productivity. NetSuite is delivered as an on-demand service, so there is no hardware to procure, no large, up-front license fee, and no complex set-ups. Finally, NetSuite's patent-pending "real-time dashboard" technology provides an easy-to-use view into role-specific business information that is always up-to-date. For more information about NetSuite, visit: www.netsuite.com.
 
For Immediate Release

Contact:          
Mei Li            
NetSuite, Inc.
650/627-1063
meili@netsuite.com