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Integrations

Oracle NetSuite integration with your phone system and contact center

We connect Oracle NetSuite to CONTACT.WORK through SuiteTalk web services and, where needed, SuiteScript RESTlets. As a customer rings in, the agent can see their NetSuite record with open sales orders, item fulfillments, and unpaid invoices. When the conversation ends, CONTACT.WORK can enter a sales order or open a support case in NetSuite and link the call recording to the customer.

Get a quotePricing
RESTand SOAP through SuiteTalkRESTlets for logic SuiteTalk lacks
Tokensign-in for the integrationYour admin can revoke it at any time
5 typescustomers, orders, fulfillments, invoices, casesCustom fields mapped during discovery
Casesopened from the call formRecording link and AI summary included

Capabilities

What you get with NetSuite

The NetSuite customer on the first ringCONTACT.WORK finds the caller's number in NetSuite and puts the customer, their open sales orders, and any overdue balance in front of the agent before the greeting.
Shipping questions answered on the spotItem fulfillments show whether an order has shipped and when, so agents can answer where's-my-order calls without emailing the warehouse.
Cases and orders from the conversationA complaint becomes a NetSuite support case assigned to the right person; a reorder becomes a sales order. Both are created from the agent form during the call.
Status updates by AIOur AI agent checks order and fulfillment records in NetSuite to handle status questions in web chat, WhatsApp, SMS, or by voice, at any hour.

Options

Three ways to take calls with NetSuite

Think about who answers the phone. An order desk or account managers may spend the day in NetSuite already, while customer service with a queue of callers is usually quicker in a contact center workspace. Both approaches can coexist on the same phone numbers.

NetSuite opens on the caller

Since NetSuite runs in the browser, a ringing call can open the customer record in a new tab, with their transactions one click away. A number NetSuite doesn't know opens the CONTACT.WORK form so the agent can capture the new contact. This suits account managers who already keep NetSuite open all day.

  • Known callers open the customer record
  • Unknown numbers go to a short new-contact form
  • A transfer brings up the record for the next person
Option 1 of 3

We help you pick the right mix after discovery.

How it works

What you get with every option

Customer history

Every conversation tied to the NetSuite customer

Calls, chats, and emails are stored in CONTACT.WORK – audio for calls, full text for messages – and linked to the NetSuite customer and, when relevant, the sales order or case. When a case is reopened or an invoice disputed, the person handling it can play back what was promised.

  • Audio linked to the case or order
  • AI summary written for each call
  • Lookup by customer or transaction number

Sales rep routing

Calls go to the rep assigned in NetSuite

If a customer record has a sales rep assigned, the platform sends that customer's calls to the rep first and falls back to the team queue when the rep is busy. Callers with an open support case reach the employee assigned to it.

  • Assigned rep read from NetSuite
  • Team queue when the rep is busy
  • Open case? The assignee answers

Setup

How a NetSuite project runs

  1. 01DiscoveryWe look at your NetSuite account: the record types and custom fields you rely on, subsidiaries if you have several, and the questions customers call about most.
  2. 02AccessYour NetSuite administrator creates an integration record and a role for it, enables token-based authentication, and shares the tokens with us over a secure channel.
  3. 03DevelopmentOur engineers build the SuiteTalk exchange for customers, sales orders, item fulfillments, invoices, and cases, and add RESTlets where your account needs custom logic.
  4. 04MappingWe match agents to NetSuite employees, phone lines to subsidiaries or departments, and agree which transaction or case each type of call should produce.
  5. 05TestingUsing your sandbox account where you have one, we call as a new and a known customer, open a case, place a reorder, and confirm each record in NetSuite.
  6. 06Go-liveTeams switch over one at a time, agents learn the new form in a short session, and through the first week we review the calls against new NetSuite records.

Requirements

What you need on the NetSuite side

NetSuite account
Oracle NetSuite with the modules your teams use today
Authentication
Token-based authentication on an integration record
Integration role
A role with access to customers, transactions, and cases in scope
Sandbox
A sandbox account for testing, if your subscription includes one
Where the platform runs
CONTACT.WORK cloud or on-premises, with outbound access to NetSuite
Cost
$60 per developer hour on Pro, from 8 hours monthly, or Maxi hours; NetSuite licenses paid to Oracle NetSuite

Preparation

What to sort out before the first meeting

Who administers NetSuite?An in-house admin or a NetSuite partner – they'll create the integration record and role.
Why do customers call?Order status, tracking, invoices, returns, warranty – this tells us which records to show.
Which records should calls create?A support case, a sales order, or just the call attached to the customer record.
Do you use several subsidiaries?If so, which phone lines belong to which subsidiary.
Which events need outreach?An overdue invoice, a backordered item, a shipped order – and whether that's a call or a message.
Which channels join in?Phone lines, chat on your website, texting, WhatsApp, email – and who covers each.

Q&A

Frequently asked questions

How do you connect NetSuite to CONTACT.WORK?

We use SuiteTalk web services, REST or SOAP depending on the records involved, and SuiteScript RESTlets for logic the standard services don't cover. Access goes through token-based authentication on an integration record that your administrator controls and can revoke at any time.

What can agents see from NetSuite on a call?

Agents see the customer record, open sales orders, item fulfillments with ship dates, unpaid invoices, and open support cases. We choose the exact fields with you during discovery.

Can agents open support cases in NetSuite from a call?

Agents open cases straight from the call: after choosing a category and noting the problem, CONTACT.WORK creates the case in NetSuite with the call recording and AI summary linked. Calls about an existing case are logged against it.

Can a call create a sales order in NetSuite?

A repeat customer who wants to reorder can have the sales order entered from the agent form while still on the line. The platform sends it to NetSuite, and your usual approval and fulfillment steps take it from there.

Can the AI agent answer where's-my-order questions?

It handles them around the clock: the AI agent looks up the order in NetSuite by its number or by the phone the customer is using, checks the item fulfillment, and replies. Anything beyond status goes to a live agent together with the chat history.

Order status →

Can NetSuite events trigger outbound calls or messages?

An overdue invoice, a backorder, or a shipped order in NetSuite can prompt CONTACT.WORK to call the customer or send a text or WhatsApp message. Marketing calls and texts need prior consent under the TCPA, and the dialer respects do-not-call flags and local calling hours.

Payment reminders →

Do our agents need NetSuite licenses?

No NetSuite user licenses are needed for agents who never sign in to NetSuite and do their work in CONTACT.WORK; the exchange runs through the integration record. Your NetSuite contract decides how the integration role is licensed, so confirm it with Oracle NetSuite or your partner.

Where do call recordings live?

Recordings stay in CONTACT.WORK. NetSuite gets a link on the case or customer, so your NetSuite file storage isn't filled with audio.

What if NetSuite is slow or unavailable?

Calls and chats carry on, since CONTACT.WORK handles them on its side. Agents simply won't see NetSuite data for that time, and once NetSuite responds again, the platform pushes the pending cases and call links.

Do callers need to hear a recording notice?

Callers should hear a notice wherever state law asks for all-party consent – California, Florida, and Pennsylvania among them. CONTACT.WORK plays the notice before an agent joins. General information only, not legal advice.

How much does the NetSuite integration cost?

Your CONTACT.WORK support plan keeps the platform running, and the NetSuite integration is charged in addition to that plan. Our engineers charge developer hours for the build: $60 an hour on Pro, which starts at 8 hours a month, or hours taken from your Maxi plan. You get an estimate after discovery, and we start once you approve it. We charge no license or per-seat fees, and prices are before applicable taxes. NetSuite licenses are paid to Oracle NetSuite.

Pricing →

Glossary

Terms on this page

Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
REST: exchanging data between systems over HTTP
The standard way software exchanges data over the internet. Learn more →
ERP – enterprise resource planning
Orders, inventory, and finance in one system. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
On-premises deployment
The system runs on the company's own servers, not in the vendor's cloud. Learn more →

More

Other integrations

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Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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