October 2024 Releases

Early Access:

Personalize Voicemails on Outbound Calls Without Compromising on Efficiency

Agents can now drop their own pre-recorded voicemail messages when they reach a customer’s voicemail. This feature is ideal for agents who own their leads, but don’t have the time to leave personalized voicemail messages on each unanswered call. Agent voicemail drops can be associated with particular campaigns and sub-brands, and the right one will automatically be pre-selected for each call. 

Reach out to your Customer Success rep to get early access to this feature.

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Instantly Score 100% of Calls with AI Scorecards

Let REGAL AI automatically score 100% of your Agent-Customer calls. You can configure criteria for which calls to score, filtering by agent team and campaign. REGAL AI instantly scores calls and provides a reason for each result. Managers can edit scorecards and view aggregated results in the Scorecards reporting dashboards.

AI Scorecards are included in the REGAL AI Starter package. Reach out to your Customer Success rep to get early access to this feature.

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Recent Releases:

Give Agents Sub-Brand Information at a Glance

For multi-brand companies, admins can elect for task cards to include the sub-brand of the contact so agents can see sub-brand information at-a-glance. This is useful for agents who need to quickly tailor each conversation based on a contact’s sub-brand. 

Let your CSM know if you’d like this feature turned on in your account.

Unify All Customer-Facing Teams into Regal with the Universal Embeddable iFrame

Embed Regal in any third-party platform or custom CRM. This enables agents to make calls and handle tasks by leveraging Regal directly in their existing tools. The Universal Embeddable iFrame comes with native support for click to dial, click to SMS, click to email, and agent status syncing. Regal sends a number of events (e.g. agent was offered a task, agent accepted a task) that you can act on in your 3rd party platform (e.g. to pop open a relevant customer record) – creating a seamless, native-feeling experience for your agents. 

Using Regal across all teams at your company who engage customers on the phone – even if they’re using e.g., a homegrown CRM or Zendesk as their main workspace – allows you to use a single number for calls and texts for each customer and consolidate all of your monitoring and reporting into a single platform.

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Coming Soon:

Reassign Task

Empower Agents to re-assign tasks to a more fitting handler from the Agent Desktop.

Reply to Any Email in Thread

Agents have the flexibility to continue previous or ongoing email conversations by replying to any email on any thread directly from the Agent Desktop. 

Custom Objects

Configure custom objects in Regal to better represent your unique data model, offer crucial context, or work leads more efficiently. Custom objects can be built from any custom events you send to Regal, and can be displayed and edited on the Agent Desktop.