Phone sales software
2018. Vonage acquired cloud-based contact center startup NewVoiceMedia
Cloud-based unified communications provider Vonage acquired NewVoiceMedia, a UK startup that builds cloud-based contact center solutions, for $350 million in cash. On the other hand, the deal will help Vonage increase the services it provides, and thus the margins it makes, in a wider suite of value-added IP services — which today include office phone systems, marketing automation and an existing call center solution, as well as MPLS and other IP services. Specifically, it gives it the platform to integrate also more deeply with other software providers like Salesforce, an important part of how Vonage sells its services to would be customers. Vonage claims NewVoiceMedia is the largest privately-owned, pure-play, cloud contact center company globally, with some 700 customers mostly in the mid- to large-enterprise range, including Adobe, Siemens, Time Inc., FundingCircle, and Rapid7.
2018. Salesforce simplifies phone sales
Salesforce unveiled some updates to its core Sales Cloud with an emphasis toward automation and integration. For starters, the company wants to simplify inside phone sales, giving the team not only a list of calls organized by those most likely to convert, but walking them through a sales process that’s been defined by management according to what they believe to be best practices. High Velocity Sales is designed to take underlying intelligence from Salesforce Einstein and apply it to the sales process to give sales people the best chance to convert that prospect. That includes defining contact cadence and content. For calls, the content could be as detailed as call scripts with what to say to the prospect. For emails, it could provide key details designed to move the prospect closer to sale and how often to send that next email. Once the sales teams begins to move that sale towards a close, Salesforce CPQ (configure, price, quote) capabilities come into play. That product has its roots in the company’s SteelBrick acquisition several years ago, and it too gets a shiny new update for Dreamforce this year.
2005. RightNow pins enterprise hopes on new CRM
RightNow Technologies is looking to raise its profile in the market for enterprise customers with a new release of its customer relationship management system. The company launched RightNow CRM 7.5, which it says boasts significant improvements across three of the major subsets of CRM applications - marketing, sales and service. RightNow also released two new add-on CRM products, aimed at boosting automation of telephone sales operations and providing more powerful business-intelligence tools to customer service operations, respectively. Industry watchers are predicting that there will be increasing demand for hosted business tools in the enterprise market, which could open the door for RightNow and a growing list of rivals to win more deals among larger customers.