| | july 201433CIOReview| | july 201432CIOReview

CIOREVIEW.COM

T h e N a v i g a t o r f o r E n t e r p r i s e S o l u t i o n s

VanillaSoftrecognized by magazine as

An annual listing of 20 companies that are in the forefront of providing Contact Center Solutions and impacting the marketplace.

Editor-in-ChiefPradeep Shankar

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Description:Company:VanillaSoft VanillaSoft enables

thousands of inside sales teams to reach “best-in-class” performance through its outbound contact center software

Key Person:David Hood Co-founder and CEO

Website:vanillasoft.com

20 Most Promising Contact Center Technology Solution ProvidersCustomers expect nothing less than service excellence when they contact any service center, and multisite Contact Centers are the new norm. Exceptional customer experience starts with knowing the customers and delivering a highly personalized experience with every interaction. As the primary hub for real-time customer connections, the Contact Center is the “heart” of all customer experience strategy. With the enormous technology growth, top brands and thriving businesses are quickly moving away from traditional call center technology to a more comprehensive omni-channel Contact Center approach that embraces all forms of customer communications across multiple medium touchpoints.

Some of the most recent seamless Contact Center technologies that lead the industry into an outbound productivity are Auto Call-back, Unified Business Communication, CRM Solutions, Workforce Management, Speech Analytics, ACD/multichannel routing, along with Cloud migration. Also,

Enterprise Management Applications enable organizations to deploy a complete, integrated Contact Center solution that meets unique and changing business requirements. An Interactive Intelligence allows Contact centers to take a highly personalized, all-in-one approach to customer care.

To help CTOs, CIOs, and CEOs find the right Contact Center Solution Provider for their enterprises, our selection panel has evaluated hundreds of Contact Center Solution Providers that own innovative technologies, methodologies, and outstanding customer service in this space. They support CIOs to build their IT strategy to align directly with that of the business and innovate in their industries with business services powered by technology.

In our selection, we looked at the vendor’s capability to fulfill the burning need of cost-effective and flexible solutions to add value to the Contact Center landscape. We present to you CIO Review’s 20 Most Promising Contact Center Solution Providers, 2014.

DECEMBER 15 - 2014

| | December 201447CIOReview

Over the past few years, the sales environment has witnessed a dynamic shift due to numerous factors: outside sales teams moving to or being assisted by inside

sales teams, the rise of ever-changing technology to increase productivity, and an unprecedented amount of purchasing information available to prospects about their buying choices. Today, companies have to find the right marketing and sales mix to reach their optimal sales production.

First of all, though the phone remains an important tool for driving business, phone conversations must now be combined with other communication methods. Another critical issue facing contact center managers is the implementation of viable tools to manage remote sales agents. In addition, businesses and consumers expect quick responses to their needs and queries. Today’s tools must be effective in enabling sales teams to reach their prospects swiftly and respond fully to their requests for

information requirements. They must efficiently manage follow up to

increase customer retention and satisfaction.

Outbound contact centers are looking for a best-in-class, sales-by-phone software to

fulfill their needs and solve challenges. VanillaSoft fills the void. Based in Plano, TX,

VanillaSoft was founded in 2003 with the primary mission

to be an easy outbound sales-by-phone software that leverages CRM, lead management, and telemarketing

applications to drive some of the most productive contact center environments today.

VanillaSoft has been at the forefront of driving productivity and call quality in outbound contact centers. It offers a robust set of tools such as scripting, data collection, progressive dialing, emailing, individualized filters, and

much more, to allow contact center sales teams to effectively manage and communicate with their sales pipeline. This wide range of sales tools is built on top of its unique queue-based routing technology that keeps prospects and leads in constant

motion. Email automation helps companies to stay in front of their customers and prospects between phone calls. VanillaSoft combines product excellence with outstanding customer support, and considers it paramount to the company’s success. It understands that supplying the right platform is just half the work and that it is equally important to ensure that clients know how to effectively leverage the tools available in order to boost their productivity and increase sales.

VanillaSoft has improved on many of the main weaknesses of the traditional outbound contact center CRM software when it comes to doing sales by phone. “CRM systems that are used throughout most industries were built on the idea of always falling back to a list. This does not fit the needs of inside sales managers or salespeople, as this approach does not increase productivity, lead to more consistent follow up, or increase the speed to lead. VanillaSoft built its system from the ground up on a dynamic, queue-based technology that drives the inside sales process forward to achieve all of these goals,” explains David.

The RoadmapVanillaSoft already has a strong presence in North America and internationally, and plans further expansion into Europe, Australia, and Asia. In the near future, VanillaSoft will unveil its new total view interface that will enable sales teams to have unparalleled access to important information while on a contact screen.

VanillaSoft Increasing Productivity of Inside Sales Teams with Contact Center Automation

VanillaSoft’s queue-based technology has surpassed traditional list-based systems for inside sales teams with greater speed to lead, productivity, and follow up

David Hood

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