Telemarketing Software Featured Article

Telemarketing Software: A Year in Review

December 09, 2011
By Juliana Kenny - Telemarketing Software Managing Editor

It’s been a big year for those in the customer relationship management industry what with new developments in sales generation software, tactical changes in how contact center employees should be working, and product offerings that target specific levels of productivity. VanillaSoft led the pack with continued strong growth and an expanded customer base, as I found out in an interview with its CEO, Ken Murray.

By including inside sales teams in 18 countries, VanillaSoft broadened its horizons for its product offering and targeted development to increase productivity of inside sales people focused on outbound efforts. Murray relayed, “Our focus on increasing productivity and being known as a productivity tool, helped to continue the promotion of our brand and garnered us recognition and awards from several publications.”

Indeed, early this year VanillaSoft garnered the Product of the Year Award from CIS Magazine for its achievement in advancing contact center technologies as well as demonstrating excellence and providing ROI for its customers.

“Our ability to truly understand the challenges our being an inside sales person and managing an inside sales team is a key differentiator on how we approach our R&D, product road map and our release schedule,” said Murray.

Looking ahead to 2012, VanillaSoft will be starting off the year with two “Lite” product offerings. The goal with these two new launches is to offer a lower cost platform to the smallest of the small businesses or individual sales people. With the same optimized VanillaSoft platform, but in a “skinnied” version, SMBs can take advantage of VanillaSoft’s award-winning lead management software.  

Murray noted, “Although the economy remains flat, we are prepared for another year of productive growth and can potentially see another year of growth north of 40 percent. More and more companies are reducing their outside sales efforts and depending more in internal sales groups. This alone will provide sector growth. If the economy continues to show signs of improvement I think we will see truly robust growth among the platform providers.”  

Bringing up the challenges of the future for VanillaSoft and its customers in coming months, he mentioned the ongoing debate about cold calling versus social calling and prospecting by phone. Aside from the obvious challenges the world economy presents at the moment, Murray mentioned that companies just looking into using VoIP as a selling tool will have more of a difficult time than others as there are now so many resources.

As always, he closed on a positive note, commenting, “When we reflect on what we accomplished, having happy customers who love our offering is the biggest accomplishment. Do that and the rest takes care of itself.”

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny