Desktop Orchestration
Desktop Orchestration allows customers to define rules and actions based on voice and digital
interaction events to readily share information with connected CRM systems.
Configure, Not Code
With Coral Active’s Desktop Orchestration, the Agent Desktop is now fully integrated to all of your CRM and business apps in
real-time, driving automation across any number of connected systems:
and many more.
Easily extensible and configurable per customer and interaction type, Coral Active’s Desktop Orchestration provides rich
analytics to allow rapid change with complete control and insight.
Agents Benefits
The Coral Orchestration widget provides the capability to layout and arrange integrated web applications with flexibility to
maximise UX efficiency and minimise complex training requirements.
Automated Application Window Management
The application UI definitions can be scripted to run multiple, simultaneous applications such as:
Single-window/multiple iframe
mode, applications can run
side-by-side for simultaneous
access.
Multiple-window mode, used for
websites that do not support
running within iframe, or where
agents use dual monitors and
require the application windows
to appear on both.
Hybrid mode, providing a
combination of single-window
and multiple-window modes to fit
application workspace
requirements.
Multiple Integration Options
With several integration options, from JavaScript messaging, WebSocket, WebServices (REST/SOAP)
plus legacy database and IBM 3270 – all available for voice digital and back office agents.
These powerful features will help your business automate tasks, reducing wasted time, expediting
call resolutions and enhancing customer experience.
Coral Desktop Orchestration Average Handling Time Savings
- Basic CRM automation
- 30-90 seconds per call / digital interaction
- 5 Application
fully integrated orchestration
- 60-240 seconds per call / digital interaction
- Dual CRM automation
- 60-180 seconds per call / digital interaction
- Ensuring updated, accurate contextual data
for all call transfers
- 90 seconds per transferred call/digital interaction
