Email Management

Today’s customers demand quick, consistent answers to their questions in their channel of choice. Email is a popular channel for mobile customers who don’t have time to complete a phone call or live chat at a particular time, but it must be part of a joined up strategy to create a consistent experience as customers move from channel to channel. Email Management can automate the process of capturing, interpreting, routing, and prescribing answers to customer emails quickly and consistently. Messages are routed to the most appropriate agent based on skills, entitlements and availability. The responding agent can access standard templates and responses, a central knowledge base and unified customer history across channels, providing a more consistent experience for the customer.