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Velaro Engagement Platform for NetSuite

Status: Unverified

Velaro delivers seamless cross-channel customer engagement experiences that drive conversion and improve customer satisfaction. Increase productivity by combining Velaro with NetSuite to automate and streamline business processes for efficient management of customer interactions.

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Description

The Velaro Engagement Platform

  • Velaro for NetSuite enables live chat, chatbots, voice, messaging, knowledge base, and self-service tools that capture and archive engagement data and transcripts to NetSuite records.
  • Agents can view and manage Netsuite customer, account, contact, lead, prospect, case and order records directly in the Velaro agent console.
  • Use customer information to enable meaningful conversations and capture valuable customer data for personalized service, workflow automation, business intelligence, and new opportunities for business growth.

Key Benefits

  • Enable live chat, chatbot, voice, and self-service tools that capture engagement data directly to NetSuite record data fields.
  • Easily add multiple engagement channels and 24/7 service tools to reach customers the way they want.
  • Capture and nurture leads with conversational intelligence to increase sales opportunities.
  • Connect conversations and leverage AI to modernize the customer service experience.
  • Velaro is the most configurable engagement solution available for integration with NetSuite.

Make the most of NetSuite with Velaro

  • Increase workflow efficiency and improve CRM digital adoption to optimize NetSuite ROI. Enable seamless integration with record field mapping customizable to business specifications.
  • Unlock engagement data for conversation intelligence and unified customer data governance.
  • Velaro provides security and scalability solutions as you grow with your NetSuite implementation.
FEATURES

Live Chat Engagement

  • Enterprise live chat at scale, with automated invitations, self-service tools, and customer survey forms to capture incoming data for personalized engagements.
  • Agent console with inbox routing logic, conversation management tools with co-browsing, and easy access to NetSuite records.
  • Efficient agent workflow experiences. Workflow, routing, performance management, conversation data capture and metrics, and transcript archiving.
  • Extend the reach of your agent team by automating lead capture, and case management. Serve as an automated receptionist to triage reception, triage, route, and take messages.
  • E-commerce ready, to handle secure transactions.

AI Chatbot Automation

  • Understand natural language requests with cognitive AI chatbot intent mapping services
  • Quickly build a question answering knowledgebase that can and Knowledge Base.
  • Send messages to customers and create leads and cases in NetSuite.
  • Let users ask questions in their own language with cognitive services for intent matching and question answering.
  • Enable 24/7 access to information and transactions for your customers.

Knowledge Base

  • Create an online library: add and manage the article editorial process; categorize information.
  • Publish a help center: build a custom home page and publish categories and topics.
  • Enable agent and chatbot-delivered articles and self-service search widgets.
  • Leverage your knowledge base to enable improved support and lead generation.
  • Extend your brand with a custom domain, and SEO support.

Voice Services

  • Click-to-call chatbots that triage, qualify, and route voice calls to agents.
  • Call Bridging to connect available agents with customers.
  • Call Me Back, to allow customers to submit an agent engagement request.
  • Call engagement transcripts and reports for call insights and intelligence.
  • Integration with your phone system; VOIP implementations and custom telephony services.

Enterprise Features

  • Contact record management, data governance, and data transformation.
  • Conversation intelligence unlocks conversation data and add it to your customer records.
  • Data offloading: connect with SQL Server or containers.
  • Compliance solutions for industry and government.
  • Scalable, from small business to enterprise call center needs.