Interactive Softworks provides business integration, process management and contact center solutions, specializing in the service-oriented architecture method of managing business processes. Certegy's SBS -- specialized business services -- inside sales team has used Interactive Softworks' VoiceNet for a little more than one year and has seen its sales productivity and profits increase in a mature and competitive marketplace.
"We have expanded our inside sales staff twice since we launched VoiceNet, and a lot of that had to do with the efficiencies gained and the lower cost of sales," said Cynthia Knowles, vice president of marketing and SBS telesales. "It costs much less to sell over the phone than out in the field. With VoiceNet, we can accomplish a lot more in a shorter period of time, and our time to market is accelerated due to the efficiencies in the system."
Much of the efficiency and productivity found in the VoiceNet system is due to the high level of integration between VoiceNet and other business applications. Certegy, for example, integrates VoiceNet with its Goldmine contact management system and its Lotus Notes e-mail application. This integration allows for all steps in the contact and lead generation processes to be automated and completely traceable.
"Instead of my sales rep receiving a lead's contact information, then pulling up Lotus Notes, entering that data in his preferred format, we have a form pre-populated with the data collected from the dialer," said Mike Zalansky, specialized business services and market partners sales manager at Certegy. "It's a matter of speed and accuracy. We can't eliminate human error, but other than that, we are doing everything we can to make the process more efficient."
Beyond the productivity and efficiency, VoiceNet has given Certegy a system that is easy to learn and that requires little training time for new users.
"If you can use the Internet, you can use VoiceNet. Learning VoiceNet is the least of our worries when we look at the total time spent on training," Zalansky said. "I have been using this system for a long time, at Certegy and at previous employers, and I would say that if you shop around the marketplace and look at functionality and cost, this is the best contact center system on the market."
About Interactive Softworks
Interactive Softworks, Inc.
