Regal.io, the most customer-centric contact center software, has successfully raised a sum worth $40 million, taking the company’s total funding till date to $83 million.
According to certain reports, Regal plans on using the newly-raised funds to accelerate the rollout of its groundbreaking AI Phone Agents for contact centers. This falls in line with the company’s overarching mission to put together a whole new standard in high-touch, personalized customer communication leveraging generative AI.
To understand the significance of such a mission, though, we first must acknowledge that customers’ satisfaction with today’s contact centers, as well as the “low-touch” model, is at an all time low. Hence, departing from traditional contact center software, Regal’s technology provides a high-touch model which understands customer intent signals, tailors interactions to each customer, and automates multi-touch inbound and outbound interactions with a blend of Regal AI Agents and human agents. Making the whole proposition even more impressive would be the company’s bid to achieve this in a rather cost-effective manner.
“With this funding, we’re excited to continue re-imagining the core contact center technology and the way businesses engage with their customers,” said Alex Levin, CEO and co-founder of Regal.io. “Our high-touch CCaaS puts the customer at the center of every interaction. Instead of optimizing to treat everyone the same at the lowest cost, we aim to reach the right customer with the right message at the right time — enabling businesses to ensure high-quality, personalized, affordable customer interactions.”
More on Regal’s AI agents would reveal how they will be purposed around serving the needs of sectors like healthcare, education, insurance, and local/home services, including specific use cases like qualification, inbound routing, scheduling, and reminders.
This they will do, for starters, through AI-driven customer engagement. Made to feel like human, such engagement operates with the efficiency and availability of advanced automation. Next up, there is the prospect of 24/7 availability with infinite voice concurrency so to ensure businesses can scale operations without having to make any added hires or bear any extra training costs.
Another detail worth a mention here is, of course, rooted in the technology’s ability to customize interactions. Basically, these interactions will be based on every customer signal and conversation, capable of adapting to customers’ needs, and therefore, improving upon customer satisfaction and their lifetime value.
Joining the mix from here is an assortment of robust integrations with more than 40 existing integrations. The idea behind providing that is concerned with facilitating secure data referencing, qualification, and transfer to human agents when necessary.
Now, we did refer to solution’s potential in the context of enhancing a customer’s lifetime value, but what we haven’t mentioned yet is that it is also well-equipped to bolster a business’ overall value. As for how it will do so, the answer resides in variable costs that are aligned to customer interactions and guardrails, along with automated AI QA scorecards for safety and security.
“Generative AI Agents hold the promise of affordable, high-touch customer interactions that will become the norm over the next decade,” said Levin. “We are proud to lead this shift with AI Agents that enhance the customer experience and improve operational efficiency for high-touch consumer businesses.”
The funding in question also fits seamlessly next to Regal’s overarching projections that claim over 90% of contact center interactions will be autonomous by 2035.
Among other things, we ought to mention how Regal AI agents have already achieved promising results during the early deployment phase, with the results relayed well by James Hummer, VP of Sales at Ethos, one of the companies selected for early deployment.
“Regal’s AI Phone Agent has been a game-changer for our sales calls. Its features seamlessly integrate into our workflow, allowing us to test, stay compliant, and improve our results at every stage,” said Hummer.
