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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 CorvisaOne™ 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. (continued...)