June 27, 2016

Sematell and telegra join forces for intelligent omni-channel customer service

  • Seamless integration of leading customer service solutions for telephony and correspondence in contact centers combined into one system 

  • Joint development of a new central user interface 

  • Greater transparency and productivity for blended agents  

  • Flexible switching of contact channels for higher customer satisfaction


Saarbrücken, June 27, 2016 – Sematell, a leading provider of interaction solutions, and telegra, a network operator and innovative PC system developer, will be working together even more closely in future: Under a development partnership, the two companies intend to integrate their software consisting of telegra ACD and Sematell ReplyOne software platforms optimized for use in customer service centers into one jointly defined interface and handover protocol and make this integrated solution available for users under one central interface. The aim is to design an intelligent and seamless service process for all contact channels, for telephony as well as for all written contact channels such as emails, letters, telefaxes, chats, messenger services or social media. The seamless transfer of contacts to the right communication channel can significantly increase the productivity of blended agents – customer advisors deployed both in telephony and in back office for handling correspondence or processing social media. 

The best of two worlds for an integrated solution

“Merely combining contact channels and performing distribution with the aid of simple routing rules to the customer advisors in the contact center no longer suffices today. Omni-channel customer service needs to proceed intelligently, meaning genuinely across all channels. The joint solution of the Sematell and telegra will make this possible in future,” explains Christian Plätke, general manager of Cologne-based telegra GmbH. “Similar to ourselves, Sematell scores points by having its own development team in Germany,” continues Plätke, “which allows us to implement ideas together very quickly and to a high standard. Both partners know the market well and are very familiar with the specific customer requirements and the regulatory framework conditions concerning data protection, etc.” 


With the new solution, Sematell’s innovative AI technology used in ReplyOne, a powerful platform for written customer contact, is in future also to influence routing decisions in the high-performance ACD system of telegra. “telegra’s cloud-based ACD solution sets the benchmark for telephony of tomorrow in terms of its functionality and scalability,” stated Thomas Dreikauss, general manager of Sematell GmbH. “Companies are now able to map a comprehensive, intelligent omni-channel workflow for their customer service using the new integrated solution that combines the strengths of ReplyOne and telegra’s ACD. The configuration and the management of the system, along with the agent user interface, are to be combined together in an integrated solution at the front end.”

Seamless switching of contact channels

With the integration of the two solutions, contact centers can switch flexibly between synchronized and asynchronized communication on a wide variety of contact channels – in response to end customer needs and the utilization of service employees. Sophisticated routing routines in the two applications as well as the greater use of blended agents can therefore significantly enhance productivity in the customer centers while lowering the costs. At the same time, flexible and uncomplicated switching between the contact channels supports a positive customer experience in the context of strategic customer experience management. 

Interfaces to upstream and downstream IT systems

Both telegra ACD and ReplyOne have extensive capacities for integration. ReplyOne, for instance, provides standard interfaces for corporate applications such as CRM and ERP, as well as customer-service specific applications, examples being knowledge management and chat solutions. This enables embedded, process-oriented integration into the respective IT environment, regardless of whether an on-premises installation, a hosted solution or in the cloud. 

telegra GmbH 

The Cologne-based company offers a comprehensive portfolio in the field of business telephony and special solutions for contact centers: (service) telephone numbers, call control and distribution (routing & ACD), waiting queue management, innovative voice solutions such as instant callback, virtual TC facilities, as well as the integration of telegra systems with other CRM, Big Data or BI platforms. Fundamentally developed in house, the systems are made available as cloud solutions.



Sematell GmbH 

Sematell (formerly Attensity Europe GmbH), headquartered in Saarbrücken, Germany, is a leading provider of interaction solutions. The software vendor offers contact centers highly scalable, multilingual, multi-client-enabled and modularly upgradable solutions for strategic customer experience management. Sematell solutions set new standards in highly efficient service processes. The categorization algorithm, developed in cooperation with the German Research Institute for Artificial Intelligence (DFKI), ensures accurate topic recognition in more than 40 languages. The company is the initiator and a member of the Trusted Network for Innovative Omni-Channel Customer Service. As part of this cooperative venture, interfaces – such as specialized telephony, chat, translation and knowledge database solutions from market-leading providers – are made available for the ReplyOne response management solution. Sematell’s customer base includes such renowned names as Deutsche Telekom AG, Deutsche Postbank AG, Medion AG and Tchibo GmbH.



Jutta Lorberg

BSK Becker+Schreiner Kommunikation GmbH

Tel.: +49 (0) 2154 8122-22