Outbound Contact Center

call center suite is a system for outbound calling that dials numbers automatically with enhanced features like Real-time monitoring, Reporting of Agents and Campaign, which helps analyze ongoing activity & updates, thus increases productivity, efficiency and effectiveness of the call center.

Outbound predictive/progressive/preview dialing campaigns can be conducted using Coral Dialer. Agents also have the opportunity to preview the call information (including screen-pop information), before the call is dialed.

Features

  • Coral Call Suites can be configured to operate in Predictive, Progressive or Preview Modes.
  • Completely Customizable campaigns to control the Call Center Processes.
  • Automated Restriction / scrubbing of DNC (Do Not Call) registered numbers.
  • Handles multiple campaigns simultaneously with individual Pace Control.
  • Campaign/ Lead Summary Details on Real Time Application for Online Monitoring.
  • Automatic Time Zone/ State-Wise/ Campaign-wise Calling Control.
  • Allows detecting Answering Machine and Voice Detection in the Predictive Dialer Mode.
  • Agent Level Call Back Scheduling.
  • Easy Monitoring of Agent’s terminal activity through the Real Time Application monitoring.
  • Real-Time Application also provides the following details like:
    • Campaign/Leads Dialing Status & their corresponding graphs.
    • Barge-in, Intrusion and monitoring facility for Supervisors.
    • Dropping of Call facility available.
  • Administrator can assign various Call Back options along with the Call Back Rules.
  • Administration Application provides you to define, customize and configure settings and resources of the Call Center, like:
    • Campaign/Lead/User/Agent Management
    • Schedule Management
    • DNCL Management
    • Disposition Management
    • Supervisor Verification
    • Threshold Colors Management
    • Dialing List Management
    • Time Zone Management
    • External DNC Import facility
  • Client Application provides agents to View, Edit and manage the customer information. It also enables Agent’s to select Manual/Auto dial modes.
  • Client application provides features like:
    • Agent Level Call Disposition
    • Assigning Callbacks to other Agents & Supervisors.
    • Managing Customer & Sales Details.
    • Third Party Verification Details.
    • DNC Maintenance
    • Dial Pad for Manual Dialing
    • Chatting with other Agents and Supervisors.
  • Extensive Detailed/Summary Reports are available with complete analysis of the entire processes, like:
    • Lead wise Reports
    • Agent wise Reports
    • Campaign wise Reports
    • Disposition wise Reports
    • Query based Reports

Applications

  • Coral’s call center suite is best suited solution for Lead Generation, Sales & Marketing, Appointment Setting, Market Research, Surveys, Collections, Customer Service & Helpdesk.
  • It is a perfect solution for the BPO industry to run efficient processes and provide superior service & productivity.
  • It enables BPO industry to increase their workforce efficiency, scalability and delivers enhanced customer service.
  • It helps lowering operational costs while managing complete agent productivity without compromising on customer interaction, thereby leading to increased business and higher revenues.
  • It enables BPO’s to integrate with the CRM, ERP and other solutions to become a strategic link in the requirements of its customers, helping call centers to achieve highly profitable interoperability.
  • It automates routine tasks by providing Dynamic & Real-Time control over the operations including Campaigns, Leads & complete Agent control.
  • It improves outbound contact center productivity with pacing algorithm which keeps steady stream of calls flowing to the agents.
  • It allows calling multiple campaigns lists simultaneously thereby insuring maximum penetration of each campaign.