
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
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
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%
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%
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
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