What users are saying about
7 Ratings
7 Ratings
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Score 9.2 out of 101

Likelihood to Recommend

VanillaSoft

In my opinion, VanillaSoft is most appropriate for small to medium sized businesses who are looking for an easy to implement CRM system with the ability to reach customers in a variety of ways (call, text, email).
Jeff Knowles profile photo

Feature Rating Comparison

Preview Dialer

VanillaSoft
8.6
Contact preview
VanillaSoft
8.1
Dialer-CRM integration
VanillaSoft
7.5
Call notes & tags
VanillaSoft
9.0
Automatic call logging
VanillaSoft
9.8

Core Dialer

VanillaSoft
8.7
Outbound dialing
VanillaSoft
9.0
Inbound routing
VanillaSoft
8.0
Custom caller ID
VanillaSoft
9.0
Click-to-call
VanillaSoft
8.4
Recorded voicemail drop
VanillaSoft
8.8
Dialer contact import
VanillaSoft
8.3
Campaign & list management
VanillaSoft
9.1

Call Follow-up and Quality Assurance

VanillaSoft
9.0
Follow-up calls
VanillaSoft
8.9
Dialer reporting & analytics
VanillaSoft
9.1
Dialer compliance
VanillaSoft
9.0

Pros

VanillaSoft

  • VanillaSoft provides a solid call center experience both from a management perspective and from the caller's perspective.
  • VanillaSoft's call routing is easy to understand and configure, but provides a lot of capabilities: based on the results of the call, you can schedule a callback, mark the person as finished, throw them back in the pool to not be called for a specified period or whatever you want to do.
  • It's pretty straightforward to load scripts into the system for callers to use. Segmenting those scripts and matching them up with the person being called happens almost automatically--you tie both to a single field so callers never read the wrong script. You can also customize what data callers see about the person their calling, so they have the most important data at their fingertips and can dig in to find the details they may occasionally need.
Jake Tolbert profile photo

Cons

VanillaSoft

  • VanillaSoft's reporting tools can do MOST things, but they're clunky and hard to use--there's a ton of clicking and waiting as different configuration pages load. Too, it's impossible to compare fields to each other, so it's difficult to know when a particular field was updated by a caller.
  • Because it's licensed by seat, we have each call station assigned to a different seat license. Different callers might sit at different seats each night--without manual, external tracking, we have a hard time tracking caller performance over time.
Jake Tolbert profile photo

Alternatives Considered

VanillaSoft

We assessed using VanillaSoft with inhouse management against Ruffalo Cody and Wilson Bennet's managed services. The overall cost was between half and 2/3 less than those services, even including an in-house staff member, and the ROI would be comprable. With that in mind, using VanillaSoft allowed us to improve our staffing situation while remaining equally effective.
Jake Tolbert profile photo

Return on Investment

VanillaSoft

  • Phonathon via VanillaSoft reaches more prospects than calling without a CRM to route lists/calls.
  • Phonathon via VanillaSoft is our best mechanism for contact updates in our database.
  • Phonathon via VanillaSoft is our best mechanism for new gifts acquisition among alumni and families of our Institute.
Sarah Van Sciver profile photo

Pricing Details

VanillaSoft

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

VanillaSoft Editions & Modules

VanillaSoft
Edition
VanillaSoft Pro
$801
1. user
Additional Pricing Details
VanillaSoft offers several add-ons to use in conjunction with our base platforms including: Auto Dialing Call Recording VoIP SmartCaller ID SMS

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