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Results that Exceed Expectations

Elevate Your Agent Performance

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

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

Boost the Agent Experience and Agent Performance

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Basic CRM automation
30-90 seconds per call / digital interaction
Dual CRM automation
60-180 seconds per call / digital interaction
5 applications fully integrated with orchestration
60-240 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

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Customer Information Display Explorer

Present agents with a single 360 degree view of the customer with data sourced from multiple CRMs and APIs

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

Allows agents to quickly find the best transfer destination 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%
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Agent Notepad

Automatically creates a call record, allowing agents to go back to the previous calls notes if they need to review. Replace the use of external Notepad apps.

  • 30-60 seconds per call / digital interaction
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Secure Share

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

  • 60 – 240 seconds per call / digital interaction
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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
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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