Contact Center/ACD
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No matter how customers contact you - by phone, fax, e-mail, text chat, voice over
IP or web callback, Composit's multimedia queue management ensures a successful
result for each call.
Interaction Flow Designer
An intuitive, easy to use business rules engine that manages all contact center
operations and activities. Composit Flow offers a variety of out of the box applications,
enabling even non-technical users to easily create and customize applications and
flows using a Visio-based drag-and-drop methodology. The business rules flow can
be modified while the Contact Center is online, with immediate activation of all
changes.
Administrator
A single, centralized interface for configuring, implementing, managing, and controlling
the entire Contact Center system. Based on familiar standards and organized into
folders, Composit Administrator is the only interface that users need to operate.
Its platform-independent open architecture allows full interoperability with third
party applications and enables easy and rapid programming-free customization or
networked sites.
Agent
The heart of all Contact Center operations. Composit Agent features an Agent SmartBar
for step-by-step navigation through the interaction process flow, speeding training
and minimizing mistakes. It also comprises a Media Control Panel that facilitates
smooth transitions and blending between all interaction types, and a ScoreBoard
that enables each agent to view relevant operational data.
Supervisor
Web-based real-time monitoring and reporting system that allows easy retrieval of
critical events, reporting, statistical analysis, and long-term tracking and trend
analysis. Composit Supervisor provides access to the information needed to evaluate
all Contact Center activities, including customer contact results, individual agent
and campaign performance, and resource utilization. Results are displayed in an
intuitive and customizable graphical interface.
Whether you have 8 agents or 600, Coral CallMaster helps you meet the challenges
of managing your call center with sophisticated ACD capabilities for centralized
or networked sites.
First-Rate Service Every Time
When customers call, they expect superior service every time. Whether making reservations,
placing orders, processing claims, or seeking information, callers expect to be
routed to someone who can fulfill their requests in the shortest time possible.
If your call center can’t deliver, your customers will find one that will. With
Coral CallMasterTM, you can provide the quick response, instant access to customer
information and consistent service needed to stay ahead of the competition.
Effective Call Center Management
Whether you have 8 agents or 600, Coral CallMaster helps you meet the challenges
of managing your call center with sophisticated ACD capabilities for centralized
or networked sites. With reporting, forecasting, and performance measurement capabilities,
you can maximize agent productivity, plan efficiently for future operations and
ensure customers keep coming back.
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