CorvisaCloud has released a new version of its CorvisaOne contact center suite which replaces costly, high maintenance on-premise legacy contact center systems without disruption.
Some of the features that have been upgraded or added since the product was first acquired by CorvisaCloud in October 2012, include single screen call campaign management, personal agent call back queues, dynamic long-term 'call nurturing' plans. In addition, the solution includes 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, in a statement. "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 features integration with Salesforce CRM to 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.
Survey: Customer Service, More Painful Than the Dentist?
In the survey of more than 1,000 U.S. consumers conducted by Zogby Analytics, CorvisaCloud found that that one in six customers would rather see their dentist than talk with a customer service agent. Why? One in five (20 percent) consumers say they're most aggravated about having to repeat the same information to multiple customer service reps on the same call. Nearly a third (31 percent) 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.
Consumers are quick to voice their displeasure. The survey found that after a negative customer service experience one-third (34 percent) 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 percent) 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 percent) of 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.