Coral - The Universal Agent Business Benefits
EckohID&V
Coral The Universal
Desktop
Eckoh has helped
contact centers across
the world transform
their agent efficiency
using Coral Active
Agent Desktop.
With the customer having an increasing amount of choice
and expectation of their providers, it’s important to look
at what that means to the next generation of Call Centers
and at the heart of it, the next generation of desktop.
A unique product built upon a foundation of cloud and web
technologies. Coral Active integrates with CTI, ACD and CRM
products from multiple vendors to deliver a simple, highly
flexible, yet powerful omni-channel desktop.
It will be vital that those outside of the contact
center, such as back office staff and field based workers
can get access to enterprise core systems and be always
available
as an extension for customer contact. Customers
now expect all staff across all channels to have the most
up to date information.
Coral provides a unified interface and view across all systems
that agents interact with. It allows you to manage all
administration centrally, with instant rollout and high stability
across many thousands of agents.
Find out more:
Call:
Coral Active is a zero-client desktop, 100% browser based, with
no software to install at the agent seat. It’s scalable, quick to
deploy, simple to maintain and so easy to change.
866-258-9297 Click: [email protected]
08000 630 730
Visit: www.eckoh.com
Tweet: @eckoh
EckohID&V
Coral Business Benefits
• A common desktop
o Fully integrated across different CC platforms (Avaya,
Cisco, Genesys, Aspect)
o Connectors for multiple CRM (SAP, Siebel, SF.Com)
systems and applications.
o Agents can focus on the customer experience rather than
application complexity
• A single view enterprise wide
o Providing a consistent view of the customer across
the business from front office to back office
o Ability to pass calls between front and back office.
Push calls from inbound to outbound. Integration option
to push email from front to back office. enabling seamless
handling of customer interactions more efficiently and
increase first call resolution
• A consistent customer experience
o Relevant customer information comes with the call
o Minimal repeating or retyping of information
o Complete history of all customer interactions so agents
can deal with the call more effectively
o Real time view of queues across the CC enabling agents
to advise the customer of wait times or arrange call backs
• Operational
o Can be multi-tenanted – a single platform across
multiple businesses or brands
• Full data separation
• Secure role-based access
• Tenant-level configuration of look and feel
o Reduce dependency on manufacturer PS so your
current web team can manage Coral
• Many aspects of appearance and functionality are
exposed through business-friendly configuration tools
• Based on HTML and CSS, with Web deployment
paradigm, allowing any Web programmer to change
and administer Coral
o Can be deployed on site, in a datacentre or in the cloud
• Physical or virtual servers
• Standard Linux OS
• Supports geographic resilience
• Standard Web security
• Minimal firewall requirements
• Browser based user interface
• Instant response over any fast internet connection
o Improved customer experience and more efficient service –
agents have the relevant information at all times
• Full support for attached data
• Integrated to many CRM systems – custom integration
to any others
• Presents data from any back-end system through
customizable widgets
• Visual presentation fully customizable
o Reduction in AHT
• Faster delivery of information to agents
• Automatic population of back-end systems
• Scripting and template responses available
• Proactive alerting of agent’s service targets or KPIs
o Reduced time for on-boarding agents
• Intuitive browser-based interface, just like a
smartphone
• Automatic alerting for events – incoming calls, chats,
work items
• Support for training material in the browser
o Reduced on-going training time
• Training material can be pushed to agents
automatically
• Supervisors can be alerted to training needs
o Reduced post call wrap up time
• Automatic population of back-end systems
• Proactive alerting of agent’s service targets or KPIs
o Reduced agent churn
• Intuitive, unified interface reduces stress
• Rich graphics create game-like feel
• Better service means less frustrated customers and
agents
Find out more:
Call:
866-258-9297 Click: [email protected]
08000 630 730
Visit: www.eckoh.com
Tweet: @eckoh
EckohID&V
•Financial
o Multi tenanted so departmental costs can be
apportioned accurately
o No more expensive manufacturer PS CC costs as your
current web team can manage
o Increase sales and revenue with targeted upsell and
cross-sell push
o Flexible bespoke licensing model
o Reduction in infrastructure costs – highly efficient
web servers and no desktop hardware or software
o Reduce the cost of on-boarding agents
o Reduced cost of on-going training
• Agent Experience
o Reduces stress on agents and increases agent retention
o Helps agents to achieve targets and KPIs through visibility
of current status
o Single sign-on approach, integrated with enterprise-level
verification
o Intuitive interface, clear graphics, flexible screen usage and
position
o Internal chat features: Agent to Agent, Agent to
Supervisor, escalation groups or back office
o Flexible integration with agent scripting and knowledge
bases
• Future proof investment
o Independent of platform manufacturer, and able to
connect to several platforms simultaneously.
So when you make changes to your CC platform you
do not have to change your desktop
o Standards based Web technology, Coral will evolve
with the Internet
o Easy to extend, upgrade and change, Coral will keep
pace with your business requirements – designed to be
flexible and configurable, changes can be made within
hours not weeks.
o Digitally enabled to manage full OmniChannel contact,
including social media, webchat and email on the same
desktop
• Supervisor Benefits
o Visibility in real time of agent stats and KPIs
o View of agent status
o Proactive alerting for breaches of targets and KPIs
o Full listen in, barge in, supervisor chat and broadcast
messaging
o Push training material to agents as needed
o Performance monitoring and mentoring for new and
underperforming agents
• Scalable, Stable and Secure
o Zero client at the desktop
• No client software to maintain
• No per-seat overhead on changes
• Deployment and rollback can be phased as required,
centrally managed, at any scale
o Web standard encryption from the customer to the agent
o Proxy layer for additional security and resilience
o Additional resources can be flexed up immediately on any
device anywhere – all they need is a browser, user name
and password
o Web based architecture is infinitely scalable, with a small
server footprint
o Minimal load on back-end systems – Coral maintains a
single connection to each external system, rather than one
connection per user, significantly reducing load
• Branding
o Customer specific branding look and feel across multiple
product and brands
o Easy internal updating of look and feel skinning
o Pop campaign messaging to agents screen in form of
video, interactive maps and weather etc.
o Provides ability to join up Sales, Marketing and Contact
center agents on campaigns
• Creativity and Imagination
o As this is web based you can achieve anything on your
desktop that you would on a website
o Video, scrolling images, pop-ups, maps, all driven by the
customer data
o Skins/look and feel are totally customisable across the
business and brands
• Real Time Reporting
o Easy to use supervisor tools on desktop
o Real time agent visibility of their performance
o Senior management can have relevant MI information on
their desktop/device anywhere
o Alarming and reporting thresholds can be set so you can
see problems before the customer
o Integrates with contact centre reporting platforms
Find out more:
Call:
866-258-9297 Click: [email protected]
08000 630 730
Visit: www.eckoh.com
Tweet: @eckoh
Coral - The Universal Agent Business Benefits
EckohID&V
Coral Operational Benefits - Integration
• Architectural
In event of DR agents can work form any office or
home with a browser
• Using HTML 5
Is an Open Standards format, proprietary
architecture that can be changed and upgraded
with web application skills that are cheaper and
easier to resource
• Rapid Deployment
Time Saving Reduction of 50/70% versus a Thick
client not having to physically make changes to
100s of desktops
• Lower Deployment Costs Reduces the cost of Installation, Testing, Change
Control, Training
• Training Virtually eliminates the need for training
• BAU Operational & Support costs • Massive Savings Nothing goes wrong at the agent seat
• Remote support
• MACS
Massively reduced cost and time
• Painless Upgrades • Happens in background
• Every agent gets the latest version when
they log on
• No impact on other systems
• Agent Adoption • Any agent problems they can take a screen
shot and email an alert
• Suggestion box on desktop for improvements
• Roll back facility means make more frequent
changes with the confidence of instant rollback
• Reduced Risk Phased roll out rather than big bang roll out
Creative: www.pecreative.co.uk
Call:
866-258-9297 Click: [email protected]
08000 630 730
Visit: www.eckoh.com
Tweet: @eckoh
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