The San Mateo, Calif. based NetSuite announced Tuesday a partnership with Five9 Inc. that will enable NetSuite users to make phone calls from within an application—a function that would appeal primarily to those users in the customer relations and marketing field, but also to users in the back office, such as bill collectors.
Five9, of Pleasanton, Calif., develops on-demand, or hosted, call center software for small and midsize companies.
The new feature, called Click to Call (via a direct integration) supports both PSTN [Public Switched Telephone Network] and VOIP [Voice-Over-Internet protocol] phones, and lets users dial any number thats stored in either their CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) applications.
NetSuite, which is partially owned by Oracle Corp. CEO Larry Ellison, creates its software to be, essentially, one integrated application (with the exception of CRM, which was recently broken out as a separate component). The Five9 functionality extends the integration concept further by turning any phone number stored in an application into a hyperlink that can be dialed from an application.
Calls are routed from Five9s hosted Virtual Contact Center, which makes more than two million outbound calls per day, NetSuite officials said.