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.