Coral Active

Results that
Exceed Expectations

Many companies buy multiple Tier 1 solutions to serve customers. Coral Active Agent Desktop will help you maximize those investments in your contact center.

ELEVATE AGENT PERFORMANCE >

Serve Customers from a Simple Interface, Worldwide, with Centralized Control

Basic CRM automation
30-90 seconds per call / digital interaction
5 Application
fully integrated orchestration
60-240 seconds per call / digital interaction
Dual CRM automation
60-180 seconds per call / digital interaction
Ensuring updated, accurate contextual data
for all call transfers
90 seconds per transferred call/digital interaction

Enable Your Agents in a Whole New Way, While Building Loyalty

Customer Information Display Explorer
  • Reduces AHT by 5-20 seconds.
  • Increases agent experience 12-15%.
  • Decreases transfers by 6-13%.
Intelligent Transfer Tool

Allows agents to quickly find the best transferdestination within a complex multi-queue environment. Provides key metrics, such as expected wait times, to the agent.

  • 30-45 seconds per transfer.
  • Reduces transfers up to 25%.
Agent Notepad

Automatically creates a call record, allowing agents to go back to the previous calls notes if they need to review.

  • 30-60 seconds per call / digital interaction (replaces agents use of the Microsoft Notepad application).
Secure Share

Ability to send and share product and customer information to customer device.

  • 60 - 240 seconds per call / digital interaction.
Guided Workflow

Ability to guide new agents through complex customer cases, reduces training time and accelerates progress through calls.

  • 60 - 240 seconds per call / digital interaction.
Automated Tools

Automatically creates a call record, allowing agents to go back to the previous calls notes if they need to review.

  • Automated IVR Transfer tool for Agreed Terms and Conditions: 30 seconds per call.
  • Automated Customer Email Call Confirmation Tool: 240 seconds per call / digital interaction.
  • Ability to transfer to an IVR that enables automated payment. Great for compliance and privacy needs.

Download Coral Active
Data Sheet