Best of Sales Tech 2021

January 6th, 2021

This year, TrustRadius is recognizing products that have earned a 2020 Best of Award. The winners of these awards must meet high standards based on user reviews and ratings. The Best of Sales Technology category takes into account user ratings from several attributes such as Customer Support, Usability, and Feature Set across 6 sub-categories. Products in Sales Technology provide users with a wide range of capabilities such as information tracking, customer engagement, marketing initiatives, and sales enablement.

This year, the Best of Sales Technology winners for Sales Technology are: 

Best Customer Support – Call Tracking 

  • Invoca, 1st Place

Best Feature Set – Call Tracking 

  • Invoca, 1st Place

Best Customer Support – Contact Center

  • Talkdesk, 1st Place

Best Usability – Contact Center

  • Talkdesk, 1st Place
  • NICE inContact Center CXone, 2nd Place
  • 8×8 Contact Center, 3rd Place

Best Feature Set – Contact Center

  • Genesys Cloud (formerly PureCloud), 1st Place
  • Talkdesk, 2nd Place
  • 8×8 Contact Center, 3rd Place

Best Customer Support – Sales Email Tracking 

  • Mailtrack, 1st Place

Best Usability – Sales Email Tracking 

  • Mailtrack, 1st Place

Best Feature Set – Sales Email Tracking 

  • Mailtrack, 1st Place

Best Customer Support – Sales Enablement

  • MindTickle, 1st Place
  • Gong.io, 2nd Place

Best Feature Set – Sales Enablement

  • Gong.io, 1st Place
  • MindTickle, 2nd Place

Best Customer Support – Sales Engagement Platforms

  • Groove, 1st Place

Best Usability – Sales Engagement Platforms

  • Groove, 1st Place

Best Feature Set – Sales Engagement Platforms

  • VanillaSoft, 1st Place
  • Groove, 2nd Place

Best Customer Support – Sales Incentive Compensation Management 

  • CaptivateIQ, 1st Place

Best Usability – Sales Incentive Compensation Management 

  • CaptivateIQ, 1st Place

Best Feature Set – Sales Incentive Compensation Management 

  • CaptivateIQ, 2nd Place

Best Call Tracking – Customer Support

The Best Customer Support Award in the Call Tracking category celebrates products that excel in providing customer support to its users. Support is crucial to organizations using call tracking software because they must be able to act on information consumers share via conversations quickly. The ability to receive efficient troubleshooting allows the user of the software to effectively maintain successful marketing campaigns. 

Invoca, 1st Place

Customer Support Score: 8.2

Reviewers of this product state that the Invoca customer support team is always quick to respond and provides helpful information regarding concerns or issues. Other reviewers stated the product is easy enough to use, that they had little to no need for customer support at all. 

“Invoca’s client success team is great to work with, which is a nice value proposition for their business (many SaaS providers struggle with this). Their support team is very talented and fully capable of addressing the vast majority of questions that they receive. I haven’t encountered any negative experiences when requesting assistance.” 

Verified User | Manager in Marketing | Consumer Electronics Company

Best Call Tracking – Feature Set

The Best Feature Set Award in the Call Tracking category highlights products that best meet users’ needs and expectations. When it comes to Call Tracking, it is important that products are able to effectively match the users needs in a variety of ways, and it must be able to integrate with multiple platforms to be successful. The product needs to be able to optimize, enhance, and personalize the information that it receives in order to be most beneficial to the user. 

Invoca, 1st Place

Reviewers of this product appreciate the extremely user-friendly interface, and the multitude of field options in reporting tools. There was also mention of the ability to easily create marketing campaigns via their platform. 

“We’re in the online advertising industry, and my entire company uses Invoca with about 40 users. I’m in the finance department, and we use Invoca for billing purposes and for tracking calls performance. Invoca is user-friendly and quick to understand for new users. The report layouts are easy to read, and you can easily manipulate the data if your good with excel. We can easily track call performance based on the call campaign and where the call was generated.”

Jason H. | Finance Manager | Apollo Interactive (Marketing & Advertising)

Best Contact Center – Customer Support

The Best Customer Support Award in the Contact Center category celebrates products that are able to assist their clients quickly and efficiently. Users of Contact Center software often have a high volume of inbound and outbound customer communication, thus requiring support services to act quickly on any issues that may arise. In addition to high volume calls, customer support is crucial in contributing to the company’s overall customer relationship management (CRM) processes and strategy. 

Talkdesk, 1st Place

Customer Support Score: 8.7

Reviewers of this product emphasize the quickness in response time as well as their efficient customer support chat system. The support team is consistently easy to reach, and always provides simple, easy-to-understand solutions to any issues that arise within their platform. 

“When we have had issues, the Talkdesk team has been responsive and worked hard to make things right. They seek to understand our issue and check afterward to make sure the fixes have been what was needed.”

Andrew D. | Enrollment Operations Manager | Abilene Christian University (Education Management)

Best Contact Center – Usability

The Best Usability Award in the Contact Center category highlights products that cater to efficiency and ease of use. When it comes to the usability of Contact Center software, it is important that it can track and respond to customer concerns with ease. Software that requires little to no customer support assistance will allow users to streamline data collection. In order to excel in this category, systems must have simple front end use and strong connectivity which keeps caller activity moving. 

Talkdesk, 1st Place

Usability Score: 9.3

Reviewers of this product like that it has a single dashboard in which they can manage all aspects of their organization from one place. They also enjoy the quick set up time in addition to the small amount of time it takes to train individuals on how to use the interface. The simplicity of the Talkdesk program allows organizations to onboard their employees into the program quickly and efficiently.

“The application is simple for any user to get working on their desktop device. We have a range of teams with a wide range of technological proficiency so it’s important to have a simple to use tool. Because of it’s ease of use, it makes setting up and training very easy.”

William F. | Support Specialist | BoomTown ROI (Computer Software)

NICE inContact Center CXone, 2nd Place

Usability Score: 8.5

Reviewers of this product say that this product is easily customizable to fit the needs of their organization in addition to having easily readable metrics. Navigation of the system is easy to learn, even for new users of the product. Overall, reviewers think that NICE inContact CXone is very user friendly and has a simple interface to work with. 

“Overall, all features are easy to access, easy to understand, and easy to modify to your needs. When we train on XOne, typically we only have to spend just one training day covering the XOne material. Most of our users only use the agent summary report and the MAX agent.”

Chelsea A. | Customer Service Manager | Hiller Plumbing (Consumer Services)

8×8 Contact Center, 3rd Place

Usability Score: 8.0

Reviewers of this product share that the reporting tools are easy to use and are helpful in sharing and analyzing customer information. Users also say that they are able to easily open and manage support tickets online. Overall, 8×8 Contact Center is easy to set up and provides a simple layout that can be understood by all who work with it with minimal issues. 

“The 8×8 Contact Center has been used by all staff members of my team. I found this product very helpful and resourceful. During the COVID-19 pandemic, it is crucial that our company establish good communication between our customers and employees, and 8×8 has certainly provided us with the mobility, practicality, and reliable service that we need to maintain our fast pace day operations effectively.”

Bruna D. |Office Manager | The Fogle Law Firm (Law Practice)

Best Contact Center – Feature Set

The Best Feature Set Award in the Contact Center category promotes products with several attributes that are key to the functionality of any organization that utilizes this Contact Center software. Winners of this category exhibit superior workflow automation so that clients are able to be directed to proper help desks or channels. Collaboration tools that allow for ease of communication among teams is also necessary. In addition to these things, reporting and analytics features are essential so that clients are able to evaluate how their customer call center is operating. 

Genesys Cloud (formerly PureCloud), 1st Place

Reviewers of this product appreciate that it has superior IVR functionality, along with multiple configuration properties. Users also like its ability to BYOC (Bring Your Own Carrier) for the phone lines, because it allows for cloud-based work. The cloud solution allows organizations to focus on use and operation, and eliminates the need for support teams. 

“We use Genesys Cloud across our whole organization. It is our contact centre phone system, as well as our PBX for internal and external communication for the management team. It allowed us to reduce our data centre footprint for both of those functions, as well as give us the agility to scale as we need, without large lead times or up front commitments.”

Kristopher K. | Systems and ISMS Manager | MarketLinc (Telecommunications)

Talkdesk, 2nd Place

Reviewers of this product highlight the status reporting, and the software’s ability to customize inbound and outbound dispositions. This software is also enjoyed because the user can set hours of operation as well as integrate it with other applications that they use. The cloud-based functionality of this product is another aspect that users love, because it allows organizations to work remotely. 

“Currently, we utilize Talkdesk exclusively for our support teams across all of our products. Talkdesk’s easy to use system has allowed us to quickly set up and adjust our IVR, call routings, callback, and voicemail settings. The ability to make these quick adjustments ensure that our clients are getting to the right team, at the right time creating a very positive client experience for our callers.”

Kallen B. | Director of Customer Support | Illuminate Education, Inc. (Education Management)

8×8 Contact Center, 3rd Place

Reviewers of this product value the phone system and call functionality of this product because it is efficient in monitoring and tracking information. This allows organizations to maintain proper channels of reporting and analytics in order to best serve their needs. Reviewers of this product also like the system’s ability to filter customers to the appropriate departments with ease and efficiency. 

“8×8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.”

Kelsey D. | Call Center Manager | AUS Urology (Hospital & Healthcare)

Best Sales Email Tracking – Customer Support

The Best Customer Support Award in the Sales Email Tracking category highlights products that are able to quickly assist users with issues that may arise within their email tracking systems. Customer support is especially important in this sales technology category because users often receive large amounts of data from the systems they are using. If there is a glitch in the system, this could prevent the user from receiving important tracking data that could potentially have a negative impact on sales. Quick and efficient customer support allows for seamless data flow and reporting. 

MailTrack, 1st Place

Customer Support Score: 8.2

Reviewers of MailTrack Customer Support highlight that there is little to no need to ever contact their support team, as their platform is extremely easy to use. When users do need assistance with something, the MailTrack team is quick to respond either via email or phone. The customer support team is both knowledgeable and easy to work with.

“Mailtrack has amazing support, it is easy to navigate and use. Replies are fast, they are always helpful and friendly.”

David S. | Assistant | Naučno tehnološki park Čačak (Science Technology)

Best Sales Email Tracking – Usability 

The Best Usability Award in the Sales Email Tracking category emphasizes products that are simple to use, and that have easy installation processes. In sales technology, organizations rely on this type of software to provide results easily and efficiently. Software that excels in this category should provide easy access to dashboards, reports, and customer preference insight.

MailTrack, 1st Place

Usability Score: 8.8

Reviewers of this product like that the installation process is quick and easy. They discuss how the platform quickly assists in collecting the required email tracking data and is completely automated from start to finish. Mailtrack does a great job in assisting it’s users to focus on customers who are interested in their product, in order to drive sales.

“Mailtrack is highly recommended if your business depends upon taking the right decision at the right time after understanding the customer preferences. Mailtrack helps us to focus on the interested clients and leave out the ones who are not interested. Mailtrack campaign functionality is awesome as it helps you to mailmerge your mailing list without any learning curve. You can send mails to a list as allowed by Gmail without the need to use BCC option.”

Sandeep S. | Author, Editor, & Founder | ProjectX (Publishing)

Best Sales Email Tracking – Feature Set

The Best Feature Set Award in the Sales Email Tracking Category focuses on products that provide users with seamless integration, accurate tracking, and real-time data notifications. Winners of this category also ensure that they provide daily reports, not-opened reminders, and activity dashboards. 

MailTrack, 1st Place

Reviewers of this product value that you can easily see who and when opens their emails, as well as how many times. Users also like that this software is easily integrated with Gmail, and it’s ability to provide daily and weekly reports. This product easily assists with organization and sales campaigns for all business sizes.

“Mailtrack has been an invaluable resource as a member of two boards of directors in an active Home Owners Association as well as running an online business, HoseGenie.com. As a board member, Mailtrack helps keep track of other board members’ involvement and interest level. As an online retailer, I can tell how hot a lead is by seeing how quickly proposals and bids are opened and then shared. The application is intuitive, easy to use, and a great value for what it provides.”

Bernie H. | CEO (Chief Executive Officer) | HoseGenie.com (Consumer Goods)

Best Sales Enablement – Customer Support

The Best Customer Support Award in the Sales Enablement category celebrates products that are able to quickly assist with issues with sales content and sales intelligence. Products that are able to troubleshoot these things effectively, assist in driving sales and boosting customer engagement for their users. It is important that Sales Enablement products have high quality support networks, as many products have automated features that users rely on. 

MindTickle, 1st Place

Customer Support Score: 8.6

Many reviewers of this product explain how intuitive MindTickle is, in that they rarely need to contact customer support due to the vast amount of easily locatable resources that are user friendly and allow for easy troubleshooting. However, those who do seek out their customer support team report that they are very helpful and provide in-depth understanding of issues that arise. 

“Our CSM Francisco is the bomb! He is always available, quick to respond and has never let me down. He points me to the correct resource every time.”

Juancarlos A. | Sales Enablement | Nutanix (Computer Software)

Gong.io, 2nd Place

Customer Support Score: 8.4

Reviewers of this product state that the Gong.io support team is both attentive and responsive when it comes to troubleshooting. They also provide in-depth training to new users in order to best assist organizations that use their product. Reviewers also say that they are great in providing resources that can guide users through certain processes when needed.

“They have been very attentive and always communicating with us. They also are great at scheduling calls for training purposes and helping new members of my team. In that aspect I have nothing but great things to say, they are responsive, attentive and always willing to help. I really like working with them.”

Tavi C. | Manager of Customer Success | Grow.com (Consumer Services)

Best Sales Enablement – Feature Set

The Best Feature Set Award in the Sales Enablement category highlights products that excel in assisting teams with sales performance in order to drive revenue generation. Software that ranks high in this category are able to train sales teams by improving the way they interact with existing and potential customers. Performance tracking is also very important in Sales Enablement software. 

Gong.io, 1st Place

Reviewers of Gong.io highlight that the product includes easy scoring tools for managers to evaluate sales calls. Users also like that the software provides transcript documentation which allows for streamlined analytics processes. The product’s ability to tag keywords and phrases in addition to automatically recording calls assists teams in improving their sales techniques.

“Anytime you are dealing with clients, it’s useful. There is really no downside. Anyone who wants to learn to get better, or is a manager and wants to better manage their team should use Gong. After using it for almost two years, I can’t imagine having sales calls that weren’t recorded on Gong.”

Ron T. | National Account Executive | CentralReach (Computer Software)

MindTickle, 2nd Place

Reviewers of this product state that MindTickle provides effective training lessons that encourages employees to retain information learned. Reviewers also like that the software is interactive and that it’s dashboard has multiple uses. Many users enjoy features such as onboarding, continued education, updates, and sales learning. 

“MindTickle is used to house most of our trainings and monthly updates. It is used across the whole organization, throughout the entire world. We are a company that is always changing and evolving, so it is important for everyone to stay up to date. MindTickle makes it easy for us to all be on the same page, and we are to the point where we know where to find the monthly update and keep up with it. When you’re first hired, many of the online trainings you complete are through MindTickle.”

Verified User | Account Manager in Sales | Computer Software Company

Best Sales Engagement – Customer Support

The Best Customer Support Award in the Sales Engagement category celebrates products that are able to provide effective and fast support to users that deliver high-quality customer interactions across communication channels. Since one of the goals of Sales Engagement software is to increase sales velocity and optimize productivity, customer support teams need to be able to offer both high quality and uniquely tailored solutions to each individual user. Many features of this type of software are automated, thus requiring ample and efficient user interface support. 

Groove, 1st Place

Customer Support Score: 8.8

Reviewers of Groove customer support services explain that they are quick to respond, and always follow up with status updates regarding current investigations. The support team is also always available to set up training with new employees. Both the chat feature and phone support are extremely helpful regardless of what the users troubleshooting needs are. 

“Our Groove representative has been very attentive the the needs of our sales teams. They are always available to provide training for new employees and refreshers for members of the team who have been slow to adopt. The online support is also very good, I have had several questions answered quickly using the online support chat function.”

Brian S. | Vice President, Industry Leader | Aquent (Staffing & Recruiting)

Best Sales Engagement – Usability 

The Best Usability Award in the Sales Engagement category emphasizes products that have easy-to-use interfaces that allow for planning, executing, tracking, and analyzing customer interactions across digital touchpoints and channels. Products in this category must be able to cater to salespeople from all backgrounds and experiences. 

Groove, 1st Place

Usability Score: 8.7

Reviewers of Groove’s usability state that it has a user-friendly and intuitive interface that can integrate well with other systems. Reviewers also like that the product has several automated features that reduce the need for manual processes, making their business run more efficiently. The system also assists in streamlining outreach processes, which some users found to be unmatched by other products.

“I believe Groove is suitable for almost any company dealing with heavy outreach to prospects/clients or more specifically sales. It easily doubles your efforts and again takes these manual processes which you do everyday and in turn automates them while maintaining the accuracy and assurance you require. It’s difficult to imagine a company that would not benefit from Groove.”

Verified User | Employee in Sales (Computer Software Company)

Best Sales Engagement – Feature Set 

The Best Feature Set Award in the Sales Engagement category emphasizes products that efficiently design and schedule sales activity sequences across multiple touchpoints and channels. Winners of this award provide high quality sales outreach to its users by focusing on improving customer interaction strategies. Some popular Sales Engagement product features include email platform compatibility, email tracking metrics, sales campaign management, and sales intelligence. 

VanillaSoft, 1st Place

Reviewers of this product highlight the many time-saving functions it provides, such as one-click emailing and calling. It also provides great call lead and sales pipeline management. Users highly enjoy the real-time analytics that the platform provides so that they can address immediate issues with marketing campaigns as well. Clients with a high volume of calling appreciate that it provides the script and information about the prospect and client all on the same page. 

“Our company uses VanillaSoft to make calls to consumers who have expressed interest in our services. I am on a team of a growing number of Inside Sales Agents (we currently have 5). We love the way VanillaSoft is setup for us to make calls—it is so easy to use and disposition the calls. The script is also right in front of us on the same page, so we don’t have to click multiple screens. There is also plenty of space for information about the lead and the client. VanillaSoft quickly dials the numbers and moves to the next lead just as fast. We couldn’t ask for a better tool!”

Verified User | Team Lead in Sales | Marketing & Advertising Company

Groove, 2nd Place

Reviewers of this product are excited about the platform’s ability to provide both automatic and semi-automatic work flows. Users also appreciate the products ability to seamlessly integrate with Salesforce and Google Suite. The reporting function within Groove is also helpful because it provides comprehensive details of client interactions. 

“Groove is used across the organization. It helps streamline notes and documentation for clients in Salesforce, to help provide a more comprehensive and cohesive timeline of conversations and events for each client you interact with. The various options available to create templates and the ease of accessing when composing a new email helps provide clients with information seamlessly. The “schedule a meeting with me” function is a great way for clients to schedule a call or meeting by simply clicking a link. Groove is a great tool to be used with Salesforce and to track the success of email interactions.”

Dipo O. | Financial Service Consultant | BBVA USA (Banking)

Best Sales Incentive Compensation Management – Customer Support

The Best Customer Support Award in the Sales Incentive Compensation Management category highlights products with customer support systems that are able to effectively assist its users. In Sales Incentive Compensation Management, customer support is crucial because there is constant need for improvement, especially when it comes to creating the best incentive plans that are tailored to each organization’s needs.

CaptivateIQ, 1st Place

Customer Support Score: 8.8

Reviewers of CaptivateIQ’s customer support team find that they rarely need to utilize it because their product is so easily usable. However, when users do seek assistance, they find that the support team is quick to respond and willing to have open ended conversations to discuss potential improvements to the current system. The support team is always asking clients how the product use is going, and what they can do to create a better interface.

“Support is awesome. We are always being asked how things are going, if there needs to be improvements. I love that open conversations and the fact that I know I could get a response from anyone if I were to have a question. Support is crucial for a product like this and I believe CaptivateIQ is doing a terrific job.”

Verified User | Employee in Sales | Hospital & Healthcare Company

Best Sales Incentive Compensation Management – Usability

The Best Usability Award in the Sales Incentive Compensation Management category focuses on products that have a simple, easy to use interface. Winners of this category allow teams to see data quickly and easily from the system dashboard. 

CaptivateIQ, 1st Place

Usability Score: 8.8

Reviewers of CaptivateIQ enjoy that this product has a simple user interface, along with appreciating the ability to see both the statement and calculator in one place. Users also enjoy that they receive alerts when commissions are ready. Overall, this product excels because it is very easy to set up and its features are extremely intuitive. 

“I give this rating because I think that this works really well, and it helps our teams see things faster and we are able to keep up with pay outs, I give Captivate a 10/10 because I love the format and how quickly we are able to see the payouts.”

Verified User | Representative in Sales | Telecommunications Company

Best Sales Incentive Compensation Management – Feature Set

The Best Feature Set Award in the Sales Incentive Compensation Management category recognizes products that satisfy user needs and expectations. Winners of this category must be able to provide superior sales compensation plan creation and automation, incentive modeling, and IBM mobile visibility. These features allow for intuitive processes and efficient reporting. 

CaptivateIQ, 1st Place

Reviewers of this product highlight how easy it is to calculate monthly sales commission, in addition to a great reporting system and dashboard. The payment summaries are very detailed, which allows users to see summaries by month, deals by month, and YTD summaries. Users say that the system also does a good job in determining outstanding and overdue payments from clients. 

“We use CaptivateIQ for sales commission calculations and as a portal for the sales team to utilize on a monthly basis for determining payouts. The business problem it solves is it makes it really easy to quickly and accurately determine commission payments and statements.”

Kevin C. | Enterprise Sales Account Executive | TrustArc (Information Technology & Services)