Best CRM
CRM search»Vendor Directory»Vertical Solutions Review

Vertical Solutions CRM Software Review


CRM Technology Review

Technology Requirements

The CRM contact center software application is web based and purpose built for online and cloud delivery.

The call center application is browser neutral and supports Internet Explorer 7+, Firefox 3+, Chrome 3.0+, Safari 2.0+. The company recommends that call center agent users should possess hardware with at least 1GHZ CPU, 1GB memory, and a monitor with viewing resolution of 1024x768.

The primary factor affecting online system performance for self service portal users and call center agent staff using the Software as a Service model is bandwidth. Blanket bandwidth recommendations cannot be made as bandwidth consumption depends in large part on what the user is doing and how much data is being transferred. For example, complex queries and reports transmit more data requiring more bandwidth while simple page to page navigation requires less bandwidth.

Data Segmentation

The VContactCenter CRM application has an innate data segmentation function that enables the creation of data partitions in numerous ways ranging from multiple segments for individual clients or business units to data security redundancy segments. New segments are easily created with intuitive menu commands by authorized users with little to no need for IT intervention. Call center managers or even agents can establish separate business processes, workflows, and nomenclature for each partition which renders the benefit of customized operations for each client or business unit in one main application.

This unique feature also eases the creation and modification of multiple screens in multiple languages, including double-byte characters. It allows administrators to manage the translation of any or all labels for multiple languages loaded in VContactCenter simultaneously, in one step. It also means a contact center can incorporate multiple nomenclatures and maintain seamless translation of titles and labels for multiple departments, regardless of a user's preferred language.

System Integration Capabilities

Computer Telephony Integration (CTI) and Unified Communications (UC) integration enable automatic form population using information attained via PBX and ACD phone systems. The contact center software solution leverages providers such as Cisco, Avaya, Aspect, InContact, Shoretel, Interactive Intelligence and others to manage multi channel communication such as phone, chat, fax, and email.

Single Sign On (SSO) integration allows call center software users to log into the VSP applications seamlessly via integration between Vertical Services Platform (VSP) and SSO applications such as Tivoli Global Sign On, SecureLogin, PassWerks and others.

Active Directory (AD) integration enables VSP applications to synchronize Active directory or LDAP compliant systems to control and monitor logins and access to Caller / Contact tables and display LDAP information.

Although VSP applications can run as standalone systems, VContactCenter can also leverage an ERP system's inventory, logistics, and financial functionalities while creating a flexible CRM "front end" to accommodate both the contact center operations and field service organization. Touch points include Customer Master, Product Master, Warranty, Contract Sales Renewal, Service Billing, Parts Orders, Parts Usage, among others. Sample ERP integrations include NetSuite, SAP, Oracle, JD Edwards, Microsoft Dynamics, AS/400 applications, BAAN, and others.

VSI can integrate with legacy, ERP, and CRM software sales tools, to form a closed loop around the client interactions and management. Sample CRM sales integrations include, Microsoft CRM, Sales Order Configuration tools, and others.

The BPM tool permits simple integration to third party databases and can act as a multi-system conduit to manage processes across integrated applications in conjunction with VContactCenter's Database Monitor, Web Service Monitor, Web Service Events, and packaged activities which provide connectivity to third-party applications.

Software Customization Capabilities

The Business Studio tool allows users and administrators, with the proper security credentials, to create and modify request forms with drag-and-drop functionality. This software design tool is not normally included in pricing, but can be acquired at an additional fee, although it's often not used in the initial phases of deployment. While relatively simple to understand, training is required for non-technical users, but is minimal.

The Virtual Services Platform is a standards-based framework that leverages features like Web Services by virtue of an External Request Processor (ERP) which processes XML documents within standard application rules. The VSP Studio-Developer tool enables developers to customize the software using Entities Configuration, HTML Editor, Visual Studio/C# and XML configuration files. System administrators or business analysts are empowered to make additional setup or configuration option decisions, as well as light modifications to the standard CRM contact center software. Key VSP capabilities include:

  • Software scripting
  • Workflow automation
  • Orchestrate data migration between systems (e.g. from CRM to ERP)
  • Publish or consume web services
  • Access black box integration points for third party or legacy system integration
  • Create object-based data segmentation and business rules
  • Develop custom applications using Microsoft .NET C#
  • The Vertical Services Platform has multilingual capabilities including double byte language support, but is short on delivering multiple language packs.

One of VSP's most strategic benefits is that it affords developers the means to create custom applications within the constructs of the core CRM software application. While this makes the customer service software much more extensible, caution and diligence should be exercised before incurring CRM software customization to truly understand the risks (not just to the customization project but risk to the overall CRM implementation effort), future maintenance effort and issues related to future software upgrades and technical support.

This platform doesn't possess the functionally rich capabilities of an IDE (Integrated Development Environment) but is suitable to accomplish simple jobs. This tool, too, is not typically included in the pricing and is usually used after the initial deployment phase. Training and certification are required, with the option of on-site or online training sessions.

The CRM applications social and business process management layers may prove helpful in containing software customization costs since workflow management, business scripting, data transfer, application extensions, web services and other applications can often be modified by business analysts with little support from IT and without code changes.

Next - Vertical Solutions CRM Hosting and Software Pricing >>

Vertical Solutions ReviewVertical Solutions CRM ReviewVertical Solutions Technology ReviewCRM Hosting and Software PricingStrengths and WeaknessesCRM Best Fit


Vertical Solutions


Vertical Solutions CRM Review



Follow Us

crm search

Home   |  CRM  |  Sales  |  Marketing  |  Service  |  Call Centers  |  Channels  |  Blog