Unified Contact Center Suites (UCCS)

Unified Contact Center Suites (UCCS)

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.

Coral Unified Contact Center Suites (UCCS) are comprehensive platforms that integrate various communication channels and tools into a single, cohesive system. These suites enable businesses to manage customer interactions across multiple channels seamlessly, ensuring consistent service and improving overall efficiency.

Key Components of Unified Contact Center Suites

Automatic Call Distributor (ACD)

Function: Routes incoming calls to the most appropriate agents.
Features: Skill-based routing, call queuing, priority handling, and real-time monitoring.

Interactive Voice Response (IVR)

Function: Automates initial customer interactions and self-service options.
Features: Multi-level menus, voice recognition, touch-tone navigation, and database integration.
Customer Relationship Management (CRM) Integration

Function: Centralizes customer information and interaction history.
Features: Contact management, case management, interaction history, and integration with other business applications.

Call Recording and Quality Management

Function: Captures and stores calls for quality assurance, training, and compliance.
Features: Call recording, live monitoring, playback, call scoring, and evaluation tools.

Outbound Dialing Solutions

Function: Automates outbound call campaigns for sales, surveys, and notifications.
Types:
Predictive Dialer: Dials multiple numbers and connects answered calls to available agents.
Preview Dialer: Provides call details to agents before dialing.
Progressive Dialer: Dials one number at a time when agents are available.
Reporting and Analytics

Function: Provides insights into contact center performance and customer interactions.
Features: Customizable dashboards, real-time and historical reports, advanced analytics tools, and performance metrics.

Knowledge Base

Function: Provides agents with quick access to information needed to assist customers.
Features: Articles, FAQs, troubleshooting guides, and search functionality.
Ticketing and Case Management

Function: Tracks and manages customer issues and service requests.
Features: Ticket creation, prioritization, tracking, resolution, and escalation.

Unified Communications

Function: Integrates various communication tools to streamline agent interactions.
Features: VoIP, video conferencing, instant messaging, and email integration.

Feedback and Survey Management

Function: Collects and analyzes customer feedback to improve services.
Features: Post-interaction surveys, feedback forms, sentiment analysis, and reporting.
Benefits of Unified Contact Center Suites

Enhanced Customer Experience

Consistent service across multiple channels.
Quick resolution of customer queries and issues.
Personalized interactions based on unified customer data.

Improved Efficiency

Centralized management of all communication channels.
Reduced response times and higher first-contact resolution rates.
Streamlined workflows and better resource utilization.

Increased Agent Productivity

Easy access to customer information and knowledge bases.
Tools for efficient handling of interactions and multitasking.
Real-time monitoring and performance feedback.

Scalability and Flexibility

Easy to scale up or down based on business needs.
Adaptable to new communication channels and technologies.
Flexible deployment options (on-premise, cloud, or hybrid).

Comprehensive Reporting and Analytics

Detailed insights into customer interactions and agent performance.
Data-driven decision-making and continuous improvement.

Features

Coral Unified Contact Center Suites (UCCS) are comprehensive platforms that integrate various communication channels and tools into a single, cohesive system. These suites enable businesses to manage customer interactions across multiple channels seamlessly, ensuring consistent service and improving overall efficiency.

Key Components of Unified Contact Center Suites

Automatic Call Distributor (ACD)

Function: Routes incoming calls to the most appropriate agents.
Features: Skill-based routing, call queuing, priority handling, and real-time monitoring.

Interactive Voice Response (IVR)

Function: Automates initial customer interactions and self-service options.
Features: Multi-level menus, voice recognition, touch-tone navigation, and database integration.
Customer Relationship Management (CRM) Integration

Function: Centralizes customer information and interaction history.
Features: Contact management, case management, interaction history, and integration with other business applications.

Call Recording and Quality Management

Function: Captures and stores calls for quality assurance, training, and compliance.
Features: Call recording, live monitoring, playback, call scoring, and evaluation tools.

Outbound Dialing Solutions

Function: Automates outbound call campaigns for sales, surveys, and notifications.
Types:
Predictive Dialer: Dials multiple numbers and connects answered calls to available agents.
Preview Dialer: Provides call details to agents before dialing.
Progressive Dialer: Dials one number at a time when agents are available.
Reporting and Analytics

Function: Provides insights into contact center performance and customer interactions.
Features: Customizable dashboards, real-time and historical reports, advanced analytics tools, and performance metrics.

Knowledge Base

Function: Provides agents with quick access to information needed to assist customers.
Features: Articles, FAQs, troubleshooting guides, and search functionality.
Ticketing and Case Management

Function: Tracks and manages customer issues and service requests.
Features: Ticket creation, prioritization, tracking, resolution, and escalation.

Unified Communications

Function: Integrates various communication tools to streamline agent interactions.
Features: VoIP, video conferencing, instant messaging, and email integration.

Feedback and Survey Management

Function: Collects and analyzes customer feedback to improve services.
Features: Post-interaction surveys, feedback forms, sentiment analysis, and reporting.
Benefits of Unified Contact Center Suites

Enhanced Customer Experience

Consistent service across multiple channels.
Quick resolution of customer queries and issues.
Personalized interactions based on unified customer data.

Improved Efficiency

Centralized management of all communication channels.
Reduced response times and higher first-contact resolution rates.
Streamlined workflows and better resource utilization.

Increased Agent Productivity

Easy access to customer information and knowledge bases.
Tools for efficient handling of interactions and multitasking.
Real-time monitoring and performance feedback.

Scalability and Flexibility

Easy to scale up or down based on business needs.
Adaptable to new communication channels and technologies.
Flexible deployment options (on-premise, cloud, or hybrid).

Comprehensive Reporting and Analytics

Detailed insights into customer interactions and agent performance.
Data-driven decision-making and continuous improvement.

Benefits

Coral Unified Contact Center Suites (UCCS) are comprehensive platforms that integrate various communication channels and tools into a single, cohesive system. These suites enable businesses to manage customer interactions across multiple channels seamlessly, ensuring consistent service and improving overall efficiency.

Key Components of Unified Contact Center Suites

Automatic Call Distributor (ACD)

Function: Routes incoming calls to the most appropriate agents.
Features: Skill-based routing, call queuing, priority handling, and real-time monitoring.

Interactive Voice Response (IVR)

Function: Automates initial customer interactions and self-service options.
Features: Multi-level menus, voice recognition, touch-tone navigation, and database integration.
Customer Relationship Management (CRM) Integration

Function: Centralizes customer information and interaction history.
Features: Contact management, case management, interaction history, and integration with other business applications.

Call Recording and Quality Management

Function: Captures and stores calls for quality assurance, training, and compliance.
Features: Call recording, live monitoring, playback, call scoring, and evaluation tools.

Outbound Dialing Solutions

Function: Automates outbound call campaigns for sales, surveys, and notifications.
Types:
Predictive Dialer: Dials multiple numbers and connects answered calls to available agents.
Preview Dialer: Provides call details to agents before dialing.
Progressive Dialer: Dials one number at a time when agents are available.
Reporting and Analytics

Function: Provides insights into contact center performance and customer interactions.
Features: Customizable dashboards, real-time and historical reports, advanced analytics tools, and performance metrics.

Knowledge Base

Function: Provides agents with quick access to information needed to assist customers.
Features: Articles, FAQs, troubleshooting guides, and search functionality.
Ticketing and Case Management

Function: Tracks and manages customer issues and service requests.
Features: Ticket creation, prioritization, tracking, resolution, and escalation.

Unified Communications

Function: Integrates various communication tools to streamline agent interactions.
Features: VoIP, video conferencing, instant messaging, and email integration.

Feedback and Survey Management

Function: Collects and analyzes customer feedback to improve services.
Features: Post-interaction surveys, feedback forms, sentiment analysis, and reporting.
Benefits of Unified Contact Center Suites

Enhanced Customer Experience

Consistent service across multiple channels.
Quick resolution of customer queries and issues.
Personalized interactions based on unified customer data.

Improved Efficiency

Centralized management of all communication channels.
Reduced response times and higher first-contact resolution rates.
Streamlined workflows and better resource utilization.

Increased Agent Productivity

Easy access to customer information and knowledge bases.
Tools for efficient handling of interactions and multitasking.
Real-time monitoring and performance feedback.

Scalability and Flexibility

Easy to scale up or down based on business needs.
Adaptable to new communication channels and technologies.
Flexible deployment options (on-premise, cloud, or hybrid).

Comprehensive Reporting and Analytics

Detailed insights into customer interactions and agent performance.
Data-driven decision-making and continuous improvement.