Amazon Connect & Coral Active

Coral Active is a Registered Technology Partner with Amazon Web Services (AWS) Partner Network (APN)

Supporting companies globally, Coral Active seamlessly integrates with Amazon Connect, offering a multi-solution, unified contact center interface. Moreover, it provides comprehensive desktop functionality.

Watch Coral Active and Amazon Connect Work Together

Coral Active helps you both migrate to, and integrate your existing systems with Amazon Connect.

The result is a dynamic integration and automation engine which bridges Amazon Connect with the world’s leading cloud CTI, CRMs and business apps in real-time, all while driving automation across any number of connected systems like Salesforce, Service Now, Siebel, Zendesk and many more.

How Coral Active Integrates With Amazon Connect

Coral Active guides seamless migration to Amazon Connect from other contact center platforms.

Coral Active’s integration framework provides a single, cloud-based interface, with desktop functionality, that allows Amazon Connect to run concurrently with multiple CRMs and CTIs.

Coral Active’s automation engine drives customized integration patterns inside the Amazon Connect environment.

Coral Active allows companies to have agents seamlessly transition from their on-premise system to Amazon Connect. Run both at the same time, with the same tools. Your agents will feel no pain.

Customer Wins

Major Telco Needs an Agile Migration to a New Digital Process

A major Telco needed a more secure method than their current on-premise CTI offered for connecting thousands of point-of-sale employees with contact center agents.

The The Amazon Connect platform was effectively utilized to route the point-of-sale calls to the contact center, and the entire process was seamlessly managed via AWS Hosted Web Forms.

Coral Active streamlined the migration by providing a common Agent Desktop which allowed the contact center employees to simultaneously access the full functionality of the previous on-premise CTI solutions and service the point-of-sale queries via the new Amazon Connect platform, all in one unified, intuitive interface.

Multinational Telco Needs to On-board Foreign Contact Centers

A multinational Telco needed to bring multiple, disparate foreign contact centers under centralized corporate control. Consequently, they sought a solution to streamline and integrate their operations.

On-boarding the Coral Active Desktop at all contact center sites prior to deployment of Amazon Connect at the international locations made the transition simple.

Coral Active provided a singular platform for the two Voice/CTI technologies, on-premise CTI and Amazon Connect, to operate on the same intuitive Desktop interface. This allowed existing local employees to continue operating in their site-specific, on-premise CTI environments during the migration. Remote and international contact center employees using Amazon Connect were then able to operate under the same infrastructure, automation, and functionality as the local contact center employees.

Coral Active & Amazon Connect Use Cases

Migration

We help worldwide Amazon Connect clients have a smooth transition from traditional on-premise CTI technology to the Amazon Connect platform and allow all existing functionality to be retained while transitioning from the old system to the new.

Integration

We supply Amazon Connect customers with powerful system integration capabilities which streamline and mediate communication between all systems involved — all while providing the fastest, most reliable, and most flexible agent-facing desktop in the industry.

Automation

Equipped with our powerful automation engine, call data has the ability to trigger CRM screen pops, initiate workflows, and perform real-time API and database queries. With this in mind, let’s delve into some common Amazon Connect + Coral Active integration patterns:

Screen pop and automated case management in Salesforce
Screen pop and contact creation in Microsoft Dynamics 365
Combination of Salesforce and homegrown Customer Information Systems

Architectures for Coral with Amazon Connect

Why Coral Active

Give Your Agents the Optimum Experience and Your Customers will Thank you.

You can now run multiple CTI platforms in unison. Additionally, you have the freedom to update your pre-existing system.

Makes converting over to Amazon Connect seamless. Zero agent impact.

By removing up to 12 months from your transition plan, you can streamline your process significantly. Furthermore, you’ll see all of your integration issues disappear.

Only Coral Active can run your old and new system together. Have the freedom to choose the best from each.

Despite the potential hurdles of CTI and CRM integration, our solutions facilitate a speedy and adaptable agent desktop.

No more specialists needed to make platform changes.

What Makes Coral Active Different?

Coral Active is not only fast but also reliable and flexible.

With Coral Active, the utilization of custom workflows readily enhances interaction quality and customer satisfaction, while also reducing call times and costs.

Integration

Simultaneously integrating multiple CRMs, Amazon Connect, and various contact center technologies, Coral Active ensures unified and synchronous operation.

Configuration, Not Code

By effectively eliminating code dependence for Amazon Connect users, Coral Active enables seamless cross-system communication and orchestration.

Orchestration

Amazon Connect users, using Coral Active, can readily create custom workflows that not only enhance interaction quality and customer satisfaction but also reduce call times and costs.