The hub of customer engagement is the contact center agent desktop. The relationship between the Customer and your agent is the core of their customer experience. Giving the right tools to your agent can save money and improve customer experience.

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BUSINESS BENEFITS
• Vendor agnostic
– Ideal where a common desktop is required across multiple CC
platforms Genesys, Avaya, Cisco
• Flexibility
– Removes dependencies from existing manufacturers and the
associated professional services and ongoing support charges
• Rapid deployment
– 12,000 Agents at Telstra in 2 months
• HTML 5 – changes can be made within hours
– Typical thick client can take several months for even simple changes
• Single interface for Voice-Video-email-chat
• Infinitely scalable
BUSINESS BENEFITS

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• Secure
– Simple URL agent log on from any device, with SSL encryption
• Allows infinite and easy customisation
• Multi-tenant
– Ideal for service providers or outsourcers
– Integrates into cloud based architectures
• BYOD
– Flexible agent provisioning and mobile workers
– Zero footprint on agent device
BUSINESS BENEFITS
CONT.

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TOTAL COST OF
OWNERSHIP
• 80% + reduction in initial deployment time
• No client desktop software required
• Admin and support costs were reduced by 80%.
• Agent training time at Telstra virtually eliminated .
• No system upgrade costs as coral was compatible to all available
systems.
• AHT personalised greeting based on CTI data - AHT savings of 12 s per
• Offshore sites savings of over 23 s per call on AHT improvement in
screen pop effectiveness.
• 2 year reduction in support costs by moving from Gplus to Coral.
• Significantly reduced ongoing management and change control costs
• PS cost reduction – Web skills only, no proprietary & expensive
manufacturer PS charges
• No bespoke integrations across multiple platforms
• Cost effective & scalable licensing model

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A unique product built upon a foundation of cloud and web
technologies.
Coral leverages existing CTI and Contact Center investments -
including Genesys and Cisco CTI solutions - to deliver a simple,
highly flexible, yet powerful agent desktop.
It is quick to install, easy to learn, easy to use and fast to evolve.
Features include fully featured softphone, sophisticated
supervisor tools, advanced call handling, web / email / video
communications, social media, secure connectivity and so much
more.

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