Case Study: Oracle NetSuite achieves reliable call quality and seamless CRM integration with Five9

Oracle NetSuite - Customer Case Study

NetSuite, a San Mateo–based leader in cloud financials/ERP and omnichannel commerce software serving more than 16,000 organizations, operates a global support team of 329 agents handling roughly 15,000 calls per month. The company struggled with poor call quality, lack of CRM integration, no call recording or reporting, and a contact‑center platform that couldn’t scale or implement needed enhancements.

NetSuite implemented Five9’s blended cloud contact center with a prebuilt NetSuite adapter, adding call recording, advanced reporting, customizable IVR, click‑to‑dial and MPLS connectivity to support remote agents. The change delivered dramatically improved call quality and agent experience, seamless CRM call logging, better forecasting and staffing, easier queue management, and a scalable, secure platform that supports NetSuite’s international growth.

Oracle NetSuite

Bernie Fraser

Technical Support Director