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Vertical Solutions, Inc. (VSI) is one of the rare Customer Relationship Management (CRM) software manufacturers using new technologies to compete in the contact center space that did not enter the market as a CRM software maker. The company began in 1986 as a legal billing software product. Later in 1992, VSI delivered its first generation mobile technology, Fieldcom, which began its stake in field service management. Then in 2006 the company raised $20 million in an IP divestiture, which Vertical Solutions used to develop the Virtual Services Platform (VSP) that is now the foundation of its next generation cloud-based CRM solution. In 2010, VSI released its new line of SaaS-based customer service software products.

Today the company is best known as a CRM Contact Center and Field Service management software manufacturer.

VSI enjoys a very good reputation, over 25 years of market experience and many happy customers such as ACCO Brands, ABB, John Moore Services and Rubbermaid. While VSI was acknowledged in Gartner's CRM Customer Service Contact Centers report in 2010, it did not meet all the criteria for that same ranking the next year. Nonetheless, VSI has been recognized by Gartner in its Magic Quadrant ranking in Field Service Management from 2008 to 2010, and by Aberdeen Group, the Association for Services Management International (AFSM) and the Service and Support Professional Association (SSPA) over several years.

Even with a 25-year track record, solid reputation and strong software products, VSI is small and not adding customers at the pace most industry analysts expect. This problem is in large part attributed to a lack of marketing and demand generation, however, concerns over financial stability are largely absent.

The contact center software company's target market is manufacturing, third-party outsourcers, healthcare, and insurance companies. VSI lacks key alliances but has formed a few partnerships with independent software vendors (ISVs) such as NetSuite (for on-demand ERP software integration) and Pervasive (for bespoke system integration). Vertical Solutions is also trying to break into the South American regional market using resellers, such as Worldwide Telco.

Veritcal Solutions CRM