Coral CallMaster (CCM)

Effective Call Centre Management

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

Benefits

Increase agent productivity and customer satisfaction with Coral CallMaster.

• Enables 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 on the data they need

• Improve call centre responsiveness

• Scale to accommodate small to very large call centres

• Enable cost-effective networked call centres 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 organisation or urgent situations that can affect the way an agent completes a transaction.

Multi-site Networking - Coral CallMaster allows you to network call centres so you can maximize resources in multiple locations and centrally manage the entire system as a whole. Tied together with leased 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.