Coral Call Master

Whether you have 6 agents or 600, Coral CallMaster helps you meet the myriad challenges of managing your call centre with sophisticated ACD capabilities for centralised or networked sites. The Coral CallMaster’s reporting, forecasting, and performance measurement capabilities can help you maximise agent productivity, plan efficiently for future operations and ensure customers keep coming back.

Features:

• Increase agent productivity and customer satisfaction with Coral CallMaster
• Enable supervisors to take immediate corrective action when problems arise
• Keep agents informed and productive through the use of reader boards
• Provide real-time and historical information supervisors need for staff allocation
• Generate a variety of reports to help supervisors make sound decisions
• Save time by allowing supervisors to monitor only the data they need
• Improve call center responsiveness
• Scale to accommodate small to very large call centers
• Enable cost-effective networked call centers at multiple sites

Features:

Flexible Report Generator – Coral CallMaster provides sorting and filtering capabilities that let you generate reports according to an array of criteria including per group, per agent, time of day, time frame, and specific days. Reports can be created in text, table or graphical format and can be generated according to pre-defined schedules. Standard reports include:

• Agent performance
• Group performance
• ACD call distribution
• Super-group performance
• Trunk usage
• Abandoned call list
• ANI/DNIS call reports

Overhead Reader Boards – Coral CallMaster supports up to 16 chained reader boards for keeping agents on top of their game. Supervisors can provide up-to-the-minute information about products, the organization or urgent situations that can affect the way an agent completes a transaction.

Multi-Site Networking – Coral CallMaster allows you to network call centers so you can maximise resources in multiple locations and centrally manage the entire system as a whole. Tied together with leased data lines, frame relay or IP connectivity, a central Nodal Control Point (NCP) server allows managers to analyze enterprise-wide call centre information and compare performance across sites.