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CorvisaCloud Expands Cloud Contact Center Platform to Address Customer Service Complaints

  By , Call Center Solutions Contributor

CorvisaCloud, a provider of cloud contact center solutions for enterprises, has unveiled the latest version of its CorvisaOne contact center suite.

A recent study commissioned by CorvisaCloud confirms that customer experience is directly linked to the bottom line of any business. The survey found that, after a negative customer experience, one third (34 percent) of consumers complain or ask for a manager, further elevating a company's expenses.

Negative attitudes cultivated at customer interaction points can bring even more trouble for businesses, as 16 percent of disgruntled consumers tell their friends and family, and 13 percent go so far as to say they will never shop with that company again. 

Conversely, opportunity exists for businesses to create a solid ongoing relationship with customers. More than 30 percent of survey participants who have had a positive experience say they give positive feedback to the company and 29 percent will continue to shop with them, perhaps even more frequently. Such positive customer service also encourages customers to sing the praises of the company to their friends and family.

CorvisaOne suite is designed to improve customer experience by eliminating the need to manage multiple different systems. The product is touted as a cost-effective alternative to legacy contact center systems.

Important upgrades in the new version of CorvisaCloud 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 (News - Alert) (phone system) functionality and integrated hard phone support.

The new CorvisaCloud also features integration with Salesforce CRM, which, according to the company, helps 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. 

Edited by Blaise McNamee