VanillaSoft
VanillaSoft is a private company founded in 2005 based in Texas, having over 8500 loyal customers using their VoIP software to improve their phone system and grow their business. Whilst there are various features included in their service, their principal value is based on simplicity, which is reflected in their easy-to-use phone system. Moreover, businesses of any size and industry can benefit from their solutions because of the internet-based software that allows numerous employees to use the product, encouraging more productivity and increased sales.
Features of VanillaSoft
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CALL DISTRIBUTION
An influx of calls is detrimental to both small and large businesses. Whilst businesses with fewer employees may find it challenging to manage incoming calls and leave customers waiting for a long time, businesses with more employees are more prominent and therefore have more customers calling at any given time. As a result, all calls must be handled smartly so that queues do not build up and customers are served as fast as possible.
One way to distribute calls is through ring groups. When there is an incoming call, it is forwarded to all telephone lines within the department, ringing simultaneously until one telephone is picked up. This is useful because many employees are often unavailable or on another call, and queues can form until they are ready. However, at the same time, there may be available employees that are free to speak, but their phones are not precisely dialled. This way, the pick-up rate is higher, and there is less wait for clients.
On the other hand, a sequential ring allows many phones to ring in a particular order. For example, a list is manually created consisting of a few telephones and then a pattern in which the ring is decided. This way, if a phone rings and nobody on the first telephone line picks up, it is forwarded onto the following telephone line instead of terminating the call.
2. CALL MONITORING
Call monitoring is an innovative feature that gives an overview of what is happening on the phone system and permits ongoing calls to be supervised. On the platform, employees can see the status of their colleagues, more specifically if they are active or away, and from this, decide who to transfer calls to. This is valuable because time is not wasted transferring calls to unavailable employees, and instead, customers are sent to agents that can serve them right away.
In addition, calls are recorded. Not only is this useful for training purposes, but it can be used in disputes, as well as storing information that may be important to remember. As the VanillaSoft system uses VoIP, this data is stored in the cloud, therefore secure. In the same way, calls can be recorded and listened in on. For new employees, this is crucial, as they may need some guidance, and superior agents can even speak to them without the customer hearing this. Consequently, if the agent cannot manage independently, superior agents can completely interrupt the call and talk to the customer instead.
3. CALLER ID
Traditional caller ID works both ways, showing customers the telephone number of who is calling, and displaying the telephone number of the incoming calls to agents. Even so, caller ID has advanced since then. Now, VanillaSoft offers improved features whereby agents can call internationally and automatically. A telephone number is picked in the same area code, increasing the recipient’s chance to pick up as they will be less likely to believe it is a scam or spam call. Furthermore, a contact list can be produced by employees so that any incoming calls are displayed as the contact that they are stored as.
4. INSTANT MESSAGING
Although voice calling is quick and easier to understand, it is not always the best choice for communication. Some clients do not like to talk on the phone, some have a loud household, and others are consistently unavailable whenever they need to be reached. Accordingly, instant messaging is a way to combat these issues and make customers feel more comfortable, knowing that their voice is valued; however, communicating in a way that is most suitable for them. VanillaSoft allows employees to send text messages and voice calls, whether this is to prospective clients or existing customers, as well as amongst colleagues and partners.
This way, employees can connect and be more productive, sharing information and completing tasks more effectively.
VanillaSoft – To Concude
In conclusion, VanillaSoft is a VoIP software provider that encourages employees to communicate more. Their phone system is simple, as reflected by their core values, but still operative with various calling features and instant messaging.
Other useful links about business phone systems
OneSuite Phone Systems
Mix Networks Phone Systems
Mondotalk Phone Systems
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