The Coral FlexCT suite of solutions consists of:

      Coral FlexCT Path Finder
      Coral FlexCT IVR
      Coral FlexCT Telephony Toolbar
      Coral FlexCT Contact Launcher
      Coral FlexCT Call Master
      Coral FlexCT Virtual Information Center

Product Highlights

• Supports and integrates with leading CRM and PIM applications
• Supports all common CTI standards
• Features open architecture, for easy customization and implementation
• Features a modular, building block structure that allows you to customize a solution to meet your unique business requirements and to enhance its capabilities and functionality when demand arises.
• Is fully compatible with our proven Coral FlexiCom™ PBX platforms.

The Coral FlexCT solution for the call center environment is demonstrated in the following block diagram:

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Applications

Coral FlexCT Path Finder
Intelligent call routing application

Coral FlexCT Path Finder enhances the standard operation of routing inbound calls. It uses the powerful Coral FlexCT engine to provide automatic intelligent call routing that enables calls to be processed for best use of available resources. Using logical expressions, Coral FlexCT Path Finder examines call attributes, such as ANI and/or DNIS numbers, as well as date, time of day, and day of week. Changing, maintaining, and writing new logical expressions are exceptionally easy via the intuitive graphical user interface (GUI). Coral FlexCT Path Finder can work independently or together with other Coral FlexCT applications to provide an advanced CTI solution for a wide range of applications.

Coral FlexCT Path Finder is comprised of two modules:

• Manager – The editor used to program the call routing sequences. It features an intuitive, easy-to-use GUI to allow easy editing of new/existing expressions.
• Engine – The run-time application that monitors the incoming calls, compares the incoming call data with the call routing conditions and criteria, and routes the call to the appropriate destination.

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Coral FlexCT IVR
Interactive Voice Response for customer service automation and human resources savings

Coral FlexCT IVR is a powerful tool for boosting customer service and efficiency in Customer Relationship Management (CRM) systems and Coral FlexCT call centers. An intelligent Interactive Voice Response system, it facilitates the communication between the caller and the call center agent, improving standards of service and agent productivity.

Information gathered during the IVR process helps guide the Coral FlexCT call center engine to direct the call to the most suitable agent or ACD group available, who can then use that information to provide the most suitable response in the shortest time. Beyond information gathering, Coral FlexCT IVR also supports database queries, call flow scenarios, fax and voice mail capabilities, fax-on-demand, outbound capabilities and much more – all in a graphical, drag & drop flowchart GUI environment. Coral FlexCT IVR is easily integrated with other Coral FlexCT applications, and with leading third-party CRM packages and user-defined applications.

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Coral FlexCT Telephony Toolbar
A telephone on your desktop, and more

Coral FlexCT Telephony Toolbar works just like a telephone set – on the computer desktop. It utilizes Coral FlexCT’s powerful engine, allowing full standard telephone functionality and control on a computer screen. The Coral FlexCT Telephony Toolbar appears as an additional toolbar on the desktop. Alternatively, it can be implemented as part of a CRM environment, using the ActiveX-based open architecture that allows total integration flexibility and enables custom design applications.

Coral FlexCT Telephony Toolbar includes all the standard telephone features, such as dial, hold, transfer, divert and call conferencing. Enhanced features include: the call log file, which records every incoming and outgoing call and enables call initiation by a simple double-click on a record; chat capability between users while on a telephone call; and synchronization with Microsoft Outlook contacts database.

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Coral FlexCT Contact Launcher
Answering a call with a personal touch

Coral FlexCT Contact Launcher is a powerful tool for boosting customer service and efficiency in any call center or enterprise environment. It enables interaction with PIMs (Personal Information Managers) and/or CRM (Customer Relationship Management) systems, to provide the call center agent or company employee exact information about who is calling and why. Standard integration packages are available for Microsoft Outlook, Goldmine and Act! Coral FlexCT Contact Launcher can also be customized to access information stored in your database or in any other application.

As the phone rings, all information related to the caller automatically appears on the agent’s PC screen. This allows the agent to process calls quicker and more efficiently and to enrich the customer’s experience, all adding up to a more satisfied customer. Coral FlexCT Contact Launcher’s Active X-based open architecture allows a high degree of flexibility, integration and straightforward creation of custom-designed applications.

Coral FlexCT Call Master
Management tool for better customer service

Coral FlexCT Call Master is a powerful solution for the ever-growing needs of any call center. It comprises a suite of real-time and historical reporting tools for controlling all call center activities.
FlexCT Call Master consists of four modules:

• System administration
• Readerboard administration
• Real-time monitoring
• Historical reporting

The Coral FlexCT Call Master can be configured as a stand-alone supervisor station or as a client server application allowing clients anywhere on the WAN access to reports and real-time screens.

Coral FlexCT Virtual Information Center
A powerful distributed call center solution

Coral FlexCT Virtual Information Center (VIC) is the perfect solution for a distributed call center. It enables many powerful and exciting distribution functionalities such as look ahead routing, skill-based routing, network-wide agent management & control, converged real-time and statistical reports of distributed call center activities, and much more. Coral FlexCT VIC utilizes the powerful Coral FlexiCom engine & Coral FlexCT networking capabilities, providing a highly stable and flexible solution.

Following is a general system diagram, showing the main system components: