CorvisaCloud Introduces Expanded Cloud Contact Center Platform – New Features, Deep Salesforce Integration Drive Business Success


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New Study from CorvisaCloud Reveals Top Customer Service Complaints;
Connection to Business Bottom Line

Milwaukee, Wis. – Oct. 29, 2013 – Calling all businesses! Those calls to
customer service can make or break your relationship with current and future
customers. A new study commissioned by cloud-based contact center provider,
CorvisaCloud, confirms a direct correlation between customer service
management and a company’s bottom line while offering insight on what
components of a customer service program are most important to customer
retention and acquisition. And, to ensure that any business can make the
most of every interaction with customers, CorvisaCloud introduced a new
version of its CorvisaOneT contact center suite – a complete cloud-based
contact center solution that trumps all legacy call or contact center

Customer Service: More Painful than the Dentist
In the survey of more than 1,000 U.S. consumers conducted by Zogby
Analytics, CorvisaCloud shows that one in six customers would rather see
their dentist than talk with a customer service agent. Why? One in five
(20%) consumers say they’re most aggravated about having to repeat the same
information to multiple customer service reps on the same call. And nearly a
third (31%) of respondents will wait only five minutes before they hang up
the phone, meaning that businesses without efficient customer support
processes are looking at a considerable number of angry or lost customers.

The Bottom Line: Boom or Bust
Consumers are quick to voice their displeasure. The survey found that after
a negative customer service experience one-third (34%) of consumers complain
or ask for a manager, further elevating a company’s cost. A bigger concern
for the business is that 16 percent of disgruntled consumers tell their
friends and family and more than one in 10 (13%) go so far as to say they
will never shop with that company again.

Conversely, the moment a customer contacts the company, the opportunity
exists to create a solid ongoing relationship. Three in 10 (31%) customers
who have a positive experience say they give positive feedback to the
company and twenty-nine percent will continue to shop with them, perhaps
even more frequently. And, a positive customer service might be the best
form of marketing. Fourteen percent of respondents said they sing the
praises of the company to friends and family after a positive experience.

So how can businesses ensure that they’re making the most of every
interaction with customers? According to Jeff Neyland, CIO of DirectBuy, a
franchise-based buying club for home goods and appliances, contact center
technology is the perfect place to start.

“We selected CorvisaCloud as the sole Salesforce-integrated contact center
provider for DirectBuy corporate and our clubs. Their experience, not only
as a software company but in running contact centers themselves, is evident
in how they designed their product suite,” said Neyland. “The broad feature
set of the CorvisaOneT suite allowed us to eliminate the need to manage
multiple different systems and instead focus our energy on delivering a
great service experience for our customers.”

Cloud Economics & Simplicity – It’s Never Been Easier to Deliver Exceptional
Customer Service
Today, CorvisaCloud is introducing a significantly enhanced version of its
cloud contact center solution. CorvisaCloud’s product suite securely
replaces costly, high-maintenance on-premise legacy contact center systems
without business disruption. Some of the features that have been upgraded or
added since the product was first acquired by CorvisaCloud in Oct. 2012
include single screen call campaign management, personal agent call back
queues, dynamic long-term ‘call nurturing’ plans, the ability to support a
multi-tenant structure within a single parent tenant, integrated cloud-based
PBX (phone system) functionality and integrated hard phone support.

“The enhancements we’ve made to the CorvisaCloud contact center suite stem
from our own search for a better way to streamline call center operations
for our Novation sister companies, all of whom rely heavily on contact
center functionality,” said Matt Lautz, president of CorvisaCloud.
“Previously, we struggled to find a single-source provider that could
support a multi-tenant environment, provide seamless CRM integration,
excellent call quality and full contact center functionality. We’ve worked
hard to deliver features and a very simple pricing model that will help
companies of all sizes improve efficiency, drive sales and provide better
customer service.”

Salesforce Integration Throughout the Platform
CorvisaCloud also touts a sophisticated integration with Salesforce CRM to
dynamically sync call data to Salesforce contact records and campaigns,
decreasing the amount of time spent on transferring key data and reporting
on results by as much as 75 percent. Taking it a step further, CorvisaCloud
enables managers to define specific follow up calling activities for their
agents with the software automatically transferring records based on custom
criteria and the ensuing call results – a task that takes most clients hours
to perform and can be done on a single screen in 10 minutes or less in the
CorvisaCloud software.

As a complement to their contact center suite, CorvisaCloud also provides
Salesforce implementation and consulting services as a Salesforce Cloud
Alliance Partner. The ability for a single vendor to support a trifecta of
critical customer relations needs – Salesforce implementation, contact
center software and a tight integration between the systems – has given
CorvisaCloud a strong competitive edge and been a key factor in their steady
client growth.

About CorvisaCloud
CorvisaCloud delivers the contact center solutions that businesses and
customers love. We combine years of operational expertise, powerful new
technology, and deep CRM integration to create the ideal communications
platform for each business. CorvisaCloud helps companies maximize every
lead, call and contact to improve performance, minimize costs and delight
customers. and with our passion for customer service, we make getting there
an enjoyable experience.
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