Contact Centre Software
The solution for telephony, mail and chat.
You want to offer better service or help your sales team to close more deals? The contact centre software from telegra improves efficient, performance-optimised work in customer contact, both inbound and outbound.
Your agents will work browser-based in the future. No software to install. No extensive rollouts that you have to coordinate with your IT.
Calls are answered in the browser. No more phones on the desk. But only if you want it that way. Otherwise, every call can land on a desk phone as before.
Callflows can be intuitively edited in a graphical editor. With all the routing functions you can imagine. And this applies to all channels: Telephony, e-mails and chat.
You can create your announcements for hotlines directly via text2speech or upload your own audio files. Simply click to place them in the callflow where they are needed.
Create queues that don’t annoy anyone. With an announcement of the current waiting time or automatic acceptance of a callback request if it takes longer. You can configure the selection menus exactly as you require.
Existing CRM and helpdesk systems of the major manufacturers can be connected quickly and easily with just one click by using plug-ins. If you use other systems, the integration is possible via REST interface.
You need to know what’s going on. And our real-time statistics help you to keep a constant overview. All the key figures that are important at a glance, clearly and visually presented.
Bundle your contact channels in one tool and optimise your service processes. You want to start with telephony only? No problem: Our call centre software is modular and can be expanded step by step.
Easily create your own parameterisations and views and display them transparently in the wallboard. With our call centre software, this is as simple as a child’s play.
Our company headquarters and servers are located in the heart of Germany and your data never leaves the country. Germany has one of the strictest data protection laws in the world.
Our promise: We are close to you and want to be the central contact when it comes to your business. We don’t just create software, we give you comprehensive advice on what the best solution for you might look like.
We are aware that thousands of people work with our tools every day. And they should be happy with them.
That’s why we attach a lot of attention to design and functionality in our call centre software. Efficiency is realised when user interfaces are intuitive and recurring work processes can be carried out easily and quickly by the software.
The best way to convince yourself of the performance of our call centre software is to take part in a demo web session:
Some of our customers
Display of all assigned calls, emails and chats. Direct access to contacts from CRM and tasks scheduled for them, e.g. callbacks.
Always in full view: Real-time information about the status of other agents, groups, queues and channels.
The agent’s personal inbox. All inputs are sorted by priority and the configured blending rules.
Quick information for efficient handling of enquiries. Thanks to caller ID, agents can welcome your customers personally, ensuring a personalised and excellent customer experience.
Freely definable conversation guides and playbooks per queue. This minimises training efforts and ensures that your agents always ask the right questions. In this way, you offer your customers the best possible service.
Use the integrated browser softphone or route calls in the telegra Contact Centre to a fixed number or a number that can be selected by the agent. Either way, there are no costs for your IT department. Here, too, we follow our guiding principle: Plug & Play!
Freely definable call reasons per queue and channel ensure that you always have an overview of what is happening in the contact centre and the volume of enquiries. Both in real time and in the historical view. For example, processing times can be viewed in connection with call reasons.
Agents can access predefined texts and attachments at any time during a call or chat and send them immediately. This means that order-related work can be done during the call and not just in the follow-up. Customers are helped immediately and in a concrete way: e.g. with instructions or product sheets.
Offer your agents the possibility to record conversations and chats. Multiple recordings can be started for different use cases with different storage durations. Of course, everything is GDPR compliant!
With the internal CRM, calls, chats and emails can be directly assigned to your contacts. This way, your agents always have a 360-degree view of your customers and ensure the perfect service experience!
Agents always have an overview of their current status. Of course, for optimal management of your availability and workload, we offer a pause function and configurable wrap-up times per queue and channel.
Direct access to all groups of one or more queues. Agents can be added to or removed from other groups quickly and easily. This ensures that your hotline is always available.
All agents and their status at a glance. With a click, your supervisors can switch to the detailed view and control or monitor agents in a variety of ways. For example, by listening in on conversations or direct coaching.
Through the graphical representation of important key figures in the course, supervisors have a direct and intuitive overview of the quality of your service level.
All key indicators always in full view in real time. Including freely adjustable threshold values for warnings and alarms. Supervisors are always up to date and can intervene quickly if necessary!
An example widget to display incoming and connected calls over the course of the week.
In this example widget, supervisors or your agents can see the ratio of answered to unanswered calls at a glance.
This example configuration shows the connected calls of the current week. You can select the viewing form in each widget (bars, lines, pie chart or tables).
One of the possible widgets shows you the current key figures per queue and agent. Here, too, you can define your own threshold values for triggering warnings and alarms.
Here you can see an example of a real-time display of your agents with the key figures that are important for you or your agents.
Create as many wallboards as you like with different rights and editing options.
Create your own call and workflows for all channels quickly and easily with the drag & drop flow editor.
For each type of call and workflow, a large number of routing options are available for the different channels in the form of nodes with several outputs. For example, for the query of weekdays and time slots, the integration of an announcement, an auto-reply to a mail or a chat or a callback offer.
Thanks to graphical representation and editing, you always have an overview, even with extensive callflows with many branches. A click on the respective node offers you a variety of possible settings and outputs in the context.
You can’t make an omelette without breaking eggs! When you publish your call or workflow, your draft is automatically checked for errors. Since changes are made in real time, you can make sure that you don’t accidentally make a mistake.
Are you wondering how our call centre software actually works? Here we explain it quite simply:
Of course, we have to access your call somehow. But it’s quite simple: You simply forward your hotline number to a number we give you. The call is already in our network and we can start working our “magic”.
You would like to have your telephone numbers switched directly to our network and have everything from one source, in order to save money at best? No problem. You can migrate your current number to our network.
Our software is located in our own data centres. Where exactly? Good news for your privacy experts: in Germany. The tools run geo reduntantly (distributed across several locations in parallel) on our servers. Every call is now processed and forwarded according to your specifications and settings. If, for example, all your colleagues are on a call, our network will detect this and ensure that your queue is activated with the settings you have parameterised (e.g. with the announcement of the expected waiting time).
In the end, it has to ring somewhere (unless you offer an automatic callback, for example). The question of all questions is: Where does it ring? The simple answer: wherever you want it to ring. When logging into the system, each agent can enter an individual phone number under which he or she can be reached. This can be a mobile phone number, a landline number of the home connection or even the desk phone at the workplace. And that’s exactly why we don’t care what kind of telephone system you have in use: In the end, it will ring too. You think it doesn’t ring so well? Then simply use the integrated softphone of our call centre software!
With us, artificial intelligence is not just a buzzword, but an extension of our call centre software and can be used directly as a product: with our optional voicebot. It works like Alexa or Siri. And directly on your hotline: The solution can help to automatically recognise caller concerns, answer them yourself or forward them to the right place.
We offer you ready-to-use plug-ins for a range of tools that can be installed with a simple click. They provide extensive telephony functions in the interface of your software already in use.
Is your tool not included? Then contact us. Via our API, we can integrate ourselves into any software that has an interface.
Of course, some providers offer their own telephony functionalities. However, we offer you 20 years of experience in the field of business and call centre telephony and significantly more functionality.
With our plug-in for Salesforce, we enable you to use the full potential of this software on the phone.
One of the leading helpdesk solutions. Even better with the plug-in for professional call centre telephony.
Create tickets directly from the call. The telegra telephony plug-in for Freshdesk makes your helpdesk more efficient.
Hubspot is the boost for your sales activities. Make sure that your team also delivers excellent sales on the phone.
The Connector provides the connectivity of Power BI with the telegra ACD to retrieve data about calls, agents and hotlines.
Zoho is the complete solution for excellent customer service. With the integrated telephony of telegra, it is also for the telephone.
No matter what stage you are at with your planning. We are your contact.