Office desk with computer and graphs

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

Results_worldwide_illustration
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

Results_customer_info_illustration

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%
Results_intelligent_transfertool_illustration

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%
Results_agent_notepad_illustration

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
Results_secure_share_illustration

Secure Share

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

  • 60 – 240 seconds per call / digital interaction
Results_guided_workflow_illustration

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
Results_automated_tools_illustration

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