September 2024 Releases
Early Access:
Configure and View the Priority of Your Call Campaigns With Ease
Admins can now configure the priority of call campaigns directly on the campaign detail page (for all dialing modes), removing the need to set call campaign priority in Task Routing. (You can still override a campaign’s initial priority from Routing Rules.) Admins can also easily view, filter, and sort the list of campaigns by priority on the Campaigns list page.
Reach out to your Customer Success rep to get early access to this feature.
Recent Releases:
Speed up Task Completion with Task Auto-Complete Settings By Team
The Task Auto-Complete setting enables admins to configure how long agents can take to summarize a task before it’s automatically wrapped by the system. Managers can now tailor the setting by task type and team to ensure each team operates efficiently, improving task throughput. For example, high volume sales agents may need less than a minute to wrap up short calls, while customer support teams might require more time for detailed summaries.
Reduce Incoming Call Wait Times with Task Auto-Accept Settings by Team
The Task Auto-Accept setting allows admins to configure whether incoming calls are automatically accepted by available agents instead of waiting for them to accept or reject calls. Managers can now customize this setting by team. For example, high-urgency customer support or claims agents can have incoming calls auto-accepted for maximum efficiency, while lead owners retain the flexibility to accept or reject incoming calls as needed.
Give Agents Access to the Right Tools with Auto-Open URL by Team
The Auto-Open URL setting allows admins to specify a link that automatically opens in a new tab when agents accept a task, ensuring they have immediate access to critical resources – such as a company knowledge base or CRM. Managers can now customize this feature by task type and team, giving agents the tailored tools they need to work their tasks efficiently. The URL can be updated via journeys as the contact moves through different funnel or lifecycle stages, and interfaces with different teams.
Give Each Agent Team Access to the Customer Activity that Matters Most
Differentiate the set of customer events shown to each of your agent teams on the Agent Desktop Activity Feed so that each team is only seeing and acting on what’s relevant to them. For example, you can show acquisition funnel steps to your sales team that’s focused on converting leads, while showing customer activity events that might indicate churn risk to your Customer Service agents who are focused on care, retention and expansion.
CX Teams Can Field Calls out of Kustomer Using Regal’s Embedded Dialer
Regal’s Kustomer integration now allows agents to handle calls directly from the Kustomer platform via an embedded Regal widget. This integration is essential for CX teams that rely on Kustomer, but want to unlock Regal's powerful voice capabilities. The widget allows agents to initiate and receive calls, as well as disposition call tasks from within Kustomer. It also supports “click to dial” from any phone number selected in Kustomer, automatic syncing between Kustomer’s agent statuses and Regal’s, and can instantly pop the relevant Kustomer record for each Regal call.
Admins can easily install and configure this no-code widget by following these instructions.
Other Improvements:
Real-Time SMS Error Codes
Events for undelivered or failed SMS now include error codes and error descriptions, so you can decide how best to act when an automated or agent-sent SMS is not delivered. Learn more
Inbound Email Contact Generation
Generate new contacts from inbound emails to include them in your funnel activities alongside other leads. Admins can configure which synced agent/shared accounts should or should not create new contacts to avoid creating spam leads. To take advantage of this feature, you must first have Regal’s Email channel enabled. Learn more
Enhanced Support for Sub-Brand
Regal’s Sub-Brand feature can be used to differentiate the treatment of contacts who are associated with different “sub-brands” of your overall company. This can be used, for example, by OPMs in the Education space who run admissions on behalf of multiple universities or by companies who acquire customers under different brand names. Over the last month, we’ve added more support for this feature set, including displaying Sub-Brand more prominently on the Agent Desktop and Audience page, inferring Sub-Brand from email domains for incoming emails, and adding Sub-Brand support to our Calendly integration.
Reach out to support@regal.io if you have a use case for Sub-Brand and want to take advantage of this enhanced feature set.
Coming Soon:
Agent-Specific Voicemail Drops
Enable agents to pre-record their own voicemail drops for each campaign, increasing personalization for “owned” contacts.
Automated 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.
Reassign Task
Empower Agents to re-assign tasks to a more fitting handler from the Agent Desktop.
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