Desktop Automation
Coral Automation boosts agent performance
- Offload routine agent tasks
- Simplify complex tasks
- Unify multiple CRMs, databases, CCaaS and CTI
- Improve compliance
Configuration, Not Code
With Coral Active’s Desktop Orchestration, the Agent Desktop is now fully integrated to all of your CRM and business apps in real-time, driving automation across any number of connected systems.
Easily extensible and configurable per customer and interaction type, Coral Active’s Desktop Orchestration provides rich analytics to allow rapid change with complete control and insight.
Agents Benefits
The Coral Orchestration widget provides the capability to layout and arrange integrated web applications with flexibility to maximise UX efficiency and minimise complex training requirements.
Automated Application Window Management
The application UI definitions can be scripted to run multiple, simultaneous applications such as:
Single-window/multiple iframe mode, applications can run side-by-side for simultaneous access.
Multiple-window mode, used for websites that do not support running within iframe, or where agents use dual monitors and require the application windows to appear on both
Hybrid mode, providing a combination of single-window and multiple-window modes to fit application workspace requirements.
Automate Almost Anything
Coral Active can integrate virtually any technology in your contact center … and automate it. Automation of tasks reduces wasted time, expedites call resolutions, and enhances the customer experience.
Automation drives all Coral One Voice integrations to the leading Cloud Contact Center (CCaaS) and legacy voice solutions including NICE CXone, Amazon Connect, Genesys Cloud, Genesys Engage, Cisco, Avaya, Twilio and others.
Automation drives all Coral One Messaging integrations to the leading Cloud Contact Center (CCaaS) digital solutions plus SMS, social media, email and other digital channels.
Automation drives all connections to a wider range of Enterprise systems including:
- CRM: Salesforce, ServiceNow, Siebel, Oracle, Zendesk and many more
- Database: Oracle, Amazon RDS, Microsoft Azure SQL, PostgreSQL, MySQL and more
- Single Sign-On Solutions: SAML, PingIdentity, Okta and more
- Custom APIs: REST, SOAP, WebSockets
- Legacy databases and systems, and even IBM 3270 scraping
Automation can connect the agent desktop to the leading AI solutions:
- Agent Assist and Recommendations
- Google Dialogflow, Microsoft Azure Cognitive Services, Amazon Lex
- Kore.ai, ZingTree and AI for contact centers
Automation Saves Time
| Basic CRM Automation | Save 30-90 seconds per call / digital interaction | |
| Dual CRM automation | Save 60-180 seconds per call / digital interaction | |
| 5 Application fully-integrated orchestration | Save 60-240 seconds per call / digital interaction | |
| Transfers with accurate contextual data | Save 90 seconds per transferred call/digital interaction |