Inbound Contact Center

Coral Call Center Suite is a powerful Management Information Software that is used to monitor Automatic Call Distribution (ACD) and agent activity of a Contact Centre and is designed to handle multiple inbound campaigns simultaneously. This software proactively monitors the performance of agents in a call centre. It’s not just a reporting tool, but also provides real time information on activity of the call centre agents.

Features

  • Supports IP Phones/ Soft Phone or Standard Analog Push Button Telephone for use by Call Center Agents.
  • Call center suite can be configured for multiple Groups (multiple processes) and the respective Agents can be configured as per requirements of the Call Center.
  • Real time application allows supervisor to view the status of logged in agents and for management ease provides different color codes depending on state of the agent’s phone like Ringing, Busy, Talk, Hold, Idle, Release etc.
  • Online Real-Time Monitoring of Agents is displayed in the form of Statistical & Graphical information. It also displays information in different formats, thus providing a clear view of the Agents Activities in real-time.
  • It provides completely Customizable Groups for configuring General Parameters of the process and other Basic configuration.
  • It allows you to define Threshold Timings for different States for each agent Group.
  • It also provides details of any incorrect parameters being supplied by Agents.
  • Reporting application also provides historical statistical information on center activities with can be generated in customized report formats.
  • Extensive Detailed/Summary Reports are available with complete analysis of entire processes, like:
  1. Activity Reports
  2. Agent-wise Reports
  3. Group-wise Reports
  4. Statistical & Advanced Analysis Reports

Applications

  • Coral Call Center suite a powerful Management Information Software is used to monitor activities of the Automatic Call Distribution (ACD) of a Call Center and is designed to handle multiple inbound and outbound projects simultaneously.
  • It is best suited solution for Inbound Call Centers taking care of Customer Service, Helpdesk, and Enquiry Systems.
  • It enables organizations of any type or size to reliably Capture, Evaluate and Analyze activities in order to substantially improve productivity and performance in real time.
  • It can make substantial impact on your bottom line like mitigating risk, optimizing processes, increasing customer satisfaction, improving productivity and boosting profitability.