Richard Snow's Analyst Perspectives

Corvisa Cloud Provides Communications Management in the Cloud

Posted by Richard Snow on Sep 5, 2013 9:13:33 AM

Our benchmark research on the contact center in the cloud shows vr_types_of_interactions_in_contact_centerthat today organizations have to support more channels of interaction with their customers in order to provide superior customer service. This places pressure on companies to find systems that provide integrated management of communications channels at affordable prices, are easily managed and accessible with the skills their employees have, and above all meet the needs of the business.

Corvisa Cloud recently briefed me on how it supports such capabilities. The first thing I learned about was its unique origin. Its parent, Novation Companies, has three subsidiaries that provide contact center services, and like many other companies they all were having trouble keeping up with the demands of their customers. To address this, Novation spent a large amount of money building a new cloud-based platform based on the needs of the three sister companies. It proved so successful that it launched a new company, Corvisa Cloud, at the end of 2012, to provide services to the general market. The new company was built on the ethos of the founders, which is based on finding out the business needs of companies and providing services that match those needs.

During its early days of operation, Corvisa Cloud determined that companies need an integrated platform that combines back-office PBX capabilities, contact center-specific, multichannel communications management and integration with salesforce.com applications. It found that companies typically had a separate PBX for basic call management for back-office business units and an independent system to meet contact center requirements. However, it also found evidence similar to findings of my contact center in the cloud benchmark research showing that more business units are handling customer interactions, making an integrated solution more compelling. Furthermore, both back offices and contact centers are heavy users of CRM, increasingly from salesforce.com, so Corvisa Cloud decided to combine PBX and contact center capabilities and integrate them with salesforce.com. It has gone one step further than vendors with similar integration features by adding functionality that takes data from salesforce.com, imports it into the Corvisa Cloud platform and uses it to automate more functions, such as targeted outbound marketing campaigns. On top of the overall platform, Corvisa has built a reporting and analysis system that can take data from any internal source, combine it with data extracted from other sources – on-premises or in the cloud – and produce real-time reports and analysis that can be tailored to individual user requirements. This in itself provides a business advantage in that users can see a fuller picture of customer interaction-handling.

The company targets centers of all sizes but especially smaller ones, up to 750 seats. Typically these centers distribute more interactions (something my research shows is happening more often), are salesforce.com customers and are either startups without the cash or skills to build an on-premises system or companies that have on-premises systems that are reaching the end of their life. Corvisa Cloud customers can work closely with the Corvisa professional services team to define their business needs, and Corvisa then will tailor a solution to those requirements. The system currently doesn’t contain a lot of bells and whistles but is functionally rich enough that it can be tailored to meet most business needs, at prices more companies can afford.

The contact center in the cloud market has recently become quite competitive, but most vendors don’t have the advantage of working with customers’ internal operational centers to discover new business needs. This gives Corvisa Cloud an early insight into what it needs to build into its platform, which combined with its refreshing approach to the market should stand it in good stead.

Regards,

Richard J. Snow

VP & Research Director

Topics: Salesforce.com, Customer Analytics, Customer Experience, Cloud Computing, Customer Service, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Corvisa Cloud

Richard Snow

Written by Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.