Increasing Productivity of Inside Sales Teams with Contact Center Automation.

1. | |july 2014
33CIOReview| |july 2014
32CIOReview
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
VanillaSoft
recognized 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-Chief
Pradeep Shankar
TILITIES
CHNOLOGY
LUTION PROVIDERS
MOST PROMISING
EFENCE
CHNOLOGY
UTION PROVIDERS 2014
VMware
SOLUTION PROVIDERS
20 MOST PROMISING
BIOTECH
TECHNOLOGY
SOLUTION PROVIDERS 2014
20 MOST PROMISING
TECHNOLOGY
SOLUTION PROVIDERS
2
O
TECHNOLOGY
SOLUTION PROVIDERS 2014
20 MOST PROMISING
CONTACT CENTER
TECHNOLOGY
SOLUTION PROVIDERS 2014
20 MOST PROMISING
&
TECHNOLOGY
0214
0214
2014
R
SOLUTION PROVIDERS 2014
20 MOST PROMISING
SALESFORCE
SOLUTION PROVIDERS 2014
20 MOST PROMISING
SERVICE NOW
SOLUTION PROVIDERS 2014
20 MOST PROMISING
PPLY CHAIN
UTION PROVIDERS
OST PROMISING
CA
20 MOST PROMISING
SSOLUTION PROVID
20 MOST PROMISING
OLUTION PROVIDERS 2014
0 MOST PROMISING
0214
HECK POINT
UTION PROVIDERS
OST PROMISING
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 Providers
Customers 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
technologiesthatleadtheindustryintoanoutboundproductivity
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 2014
47CIOReview
O
ver the past few years, the sales environment has
witnessed a dynamic shift due to numerous factors:
outsidesalesteamsmovingtoorbeingassistedbyinside
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 Roadmap
VanillaSoft 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
TECHNOLOGY
SOLUTION PROVIDERS 2014
VMware
SOLUTION PROVIDERS
20 MOST PROMISING
CONTACT CENTER
TECHNOLOGY
SOLUTION PROVIDERS 2014
20 MOST PROMISING
METALS&
MINING
TECHNOLOGY
2014
2014
SUPPLY CHAIN
SOLUTION PROVIDERS
20 MOST PROMISING
CASOLUTION PROVIDERS 2014
20 MOST PROMISING
SOLUTION PROVIDERS 2014
20 MOST PROMISING
2014
CHECK POINT
SOLUTION PROVIDERS
20 MOST PROMISING