Coral Active HTML5 Agent Desktop
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The document outlines the benefits of a cloud-based agent desktop solution called Coral, which is vendor agnostic and offers rapid deployment, flexibility, and scalability for contact centers. It highlights significant reductions in total cost of ownership, including deployment time and ongoing support costs, as well as enhancements in agent training and operational efficiency. Coral leverages existing technologies while providing a comprehensive suite of communication tools for agents.
Coral Active HTML5 Agent Desktop
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- 3. © 2014 PSS Help All Rights Reserved - Confidential 3 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
- 4. © 2014 PSS Help All Rights Reserved - Confidential 4 • 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.
- 5. © 2014 PSS Help All Rights Reserved - Confidential 5 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
- 6. © 2014 PSS Help All Rights Reserved - Confidential 6 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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