August 28, 2003

NetLedger and Artisoft Partner to Deliver Integrated Web-Based Phone Support System for Hosted Applications

My spin: Very interesting. I haven't heard the name, "Artisoft" for years. It's good to see them back in the news again! More importantly though, it is absolutely amazing how fast Netledger is ramping up - providing fresh and insightful value added services to its customers via partners.

News Clip: NEW YORK, Aug. 27 /PRNewswire/ -- NetLedger, Inc., makers of Oracle(R) Small Business Suite, and Artisoft(R), Inc. , developer of the first software-based phone system, today announced the availability of an integrated Web-based phone support system for hosted applications that provides a multitude of productivity enhancing features previously only available in expensive, non-hosted software. The combination of NetLedger's NetSuite with Artisoft's TeleVantage(R) 5.0 allows customer support organizations to improve service response rates and reduce costs at the same time. NetLedger and Artisoft have formed a strategic relationship through Artisoft's Open Communications Alliance to promote the solution to their respective customers and channels. The Oracle Small Business Suite name is used under license from Oracle Corporation.

The NetSuite-TeleVantage solution provides comprehensive CTI integration in a completely Web-based framework. The solution automatically links an account number, entered by an incoming caller, to the customer record that resides on NetSuite, the most widely used CRM and ERP suite. The account is verified to indicate the level and type of support to be delivered. Calls are then seamlessly routed to the appropriate support representative and prioritized by attributes identified in NetSuite, such as type of service contract, purchase history or whether the customer is a partner or reference account and thereby merits special support consideration. When a support representative takes the call from the queue, the customer record instantly appears on their desktop. This enables the support representative to save the time and effort usually spent in manually retrieving the customer's details and case history.

"The power of the NetSuite-TeleVantage integration is yet another example of NetLedger's commitment to deliver enterprise level solutions to mid-market companies in a cost-effective package designed to deliver tremendous return on investment," said Zach Nelson, CEO of NetLedger. "NetLedger and Artisoft plan to offer this compelling integrated solution to our respective customers through our growing reseller channels. Solution partners will offer key services in configuring individualized routing and business flows for each organization's particular call center needs."

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