Name: telegra
Author: telegra

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The telegra Callcenter Software Suite is a solution designed to enhance inbound and outbound telephone communication, web chat, and email for call centers of various sizes. According to the vendor, this software suite caters to the needs of call center professionals, customer service representatives, sales teams, contact center managers, and telecommunication companies. With its intuitive features and customizable functionalities, telegra Callcenter Software Suite aims to optimize communication processes in different industries.

## Key Features

**Intuitive ACD System**: According to the vendor, the software offers an efficient automatic call distribution (ACD) system that seamlessly integrates with any telephone system. It provides integrated browser-based telephony and personalized support.

**Reduced Caller Wait Times**: The vendor claims that the software can reduce caller wait times by up to 50% through intelligent call routing and user-friendly callback options, potentially enhancing customer satisfaction.

**Improved First Call Resolution**: The software aims to enhance first call resolution (FCR) rates by implementing ACD telephony and integrated features. According to the vendor, customizable conversation guides and tools empower agents to handle inquiries more effectively, potentially resulting in better customer outcomes.

**Shorter Average Handling Time**: The vendor states that the ACD system's direct call routing to appropriate agents can help decrease average handling time (AHT) by up to 20 seconds. Linked CRM and ticket databases are said to enable agents to process calls more efficiently.

**Efficient Inbound Telephony**: The software offers comprehensive features for inbound service processes, including IVR menus for call prequalification, cross-location call distribution, extensive routing options, callback options, and real-time statistics and reports.

**Successful Outbound Telephony**: According to the vendor, the cloud ACD system is equipped with campaign management, GDPR-compliant recording, automated dialers, real-time monitoring and statistics, and effective coaching functions, aiming to maximize outbound telephone sales.

**Effective Telephone Sales**: The vendor provides a whitepaper with 5 tips for successful telephone sales, offering insights and strategies to enhance sales performance.

**Versatile Routing Functions**: The software offers versatile and easy-to-use routing functions, allowing users to build call flows with a graphical editor and assign them to hotlines for customized call handling.

**Integrated Browser Telephony**: According to the vendor, the software allows users to answer calls directly in the browser without additional softphone clients or physical phones. Users can choose between browser-based or traditional phone ringing for added flexibility.

**Comprehensive Reporting and Analytics**: The software provides comprehensive reporting of measurable call data, including call data, queue data, agent data, status data, and more. Users can customize reporting jobs and configurations for informed decision-making.

Lingo is a telephony and VoIP software solution from Lingo.

Small Team

Standard

Plus

Lingo

Google Voice is a free IP telephony service that provides users with one phone number that can be forwarded to multiple phones or devices. It includes features such as call forwarding, voicemail translation, text messaging, and voice calls. Fees may apply for international calling.

Starter

Premier

Google Voice

telegra

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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telegra

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What is telegra?