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Efficiently
Manage E-mail Contact
Increasingly, the preferred method of customer contact is E-mail.
With the competition only a click away, the ability to respond quickly,
accurately and informatively to E-mail is crucial to your company's
E-commerce success.
The Internet E-mail Management
System offers applications that allow contact centers to efficiently
manage E-mail, reduce handling costs, shorten the response cycle,
and capture otherwise lost customer requests :
- Knowledgebase FAQ's
- Assisted Answer
- Contact Center
| Features
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Benefits
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- Intelligent responses
on FAQ's
- Includes E-mail Contact
Center application
- Closed or Open groups
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- Fast response time
- Frees agents from
routine inquiries
- Nationwide agent
base
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The Knowledgebase automatically
stores information to inquiries as it reads incoming E-mail; suggests
responses, which agents may edit; and enables customized responses,
based on the customer's sales history, that is automatically provided
to agents.
| Features
: |
Benefits
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- Suggested responses
- Customized responses
based on your company's business policies
- Includes E-mail Contact
Center application
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- Reduces agent touch
time
- Improves productivity
- Improves Service
Level Cross-selling and up-selling
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The Contact Centerô
manages and tracks E-mail distribution to agents. The application's
highly developed work flow uses the information gathered in message
processing to queue the E-mail, based on sophisticated criteria
such as type or agent skills.
| Features
: |
Benefits
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- Sophisticated interaction
tracking
- Skills or type-based
queuing
- Report generating
system
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- Tracks response time
of all E-mail
- Faster distribution
to agents
- Automates routing
process
- Ensures that E-mail
is appropriately distributed to agents
- Provides agent reports,
queue reports, and system reports
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