telegra

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.