March 2024 Releases

Early Access:

Monitor Your Key Call Center Metrics in Real-Time with Regal Live

Regal Live

Managers now have access to live intraday operating metrics in a new Regal Live tab so they can take action in real-time to improve performance.  Data is refreshed every 15 seconds. Users with the “Admin” role will automatically be defaulted to the Regal Live tab when they log into Regal.

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Recent Releases:

Enable Agents to Quickly Send Pre-Approved Emails with Email Templates

Email Templates

Enable agents to quickly reach out and respond to customers over email with accessible, pre-approved messaging, directly from the Agent Desktop. Email Templates include markdown (e.g., Bold, Italic, etc) and the ability to personalize with contact attribute variables.

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Increase the Credibility of Agent Emails with Signatures

Email Signatures

Further personalize your email outreach with Email Signatures. Regal integrates directly with stylized or templated Email Signatures agents have set up in their Gmail inbox. The Email Signature won’t appear in the email input in Regal when the agent is composing the email, but gets attached to the email before it’s sent by Gmail. Signatures can be viewed on previously sent emails that appear in the Activity Feed. 

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Note: This feature will not be turned on automatically for your account. Reach out to your Customer Success Manager for access.

Gain More Control Over Inbound Call Treatment with Custom, Self-Serve IVRs

Custom, Self-Serve IVRs

IVRs are now self-serve in the Regal app. Set up different IVRs and IVR recordings for your different phone numbers in Regal, and personalize the treatment of the inbound caller experience based on their contact attributes. 

Functionality included in this release:

  • Say/Play Node - Play text to speech messages or play recordings.
  • Split Node - Split on Contact Attribute or Phone Numbers to route by team or personalize call treatment.
  • Forward Call Node - Forward to external number.
  • Send to Agents Node - Send calls to agent queues with custom task attributes.

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Coming Soon:

More IVR Nodes

Stay tuned for added IVR functionality including Gather Input node which waits for a key press, as well as more exit nodes like Send to Voicemail and ASAP Callback. 

AI Scorecards

Automatically score 100% of Agent-Customer calls by using REGAL AI to complete your QA scorecards. AI Scorecards can be edited by managers. Results are sent to agents automatically.

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