E-Mail Response Management Features and Functions
E-mail response management uses web forms and rules based routing to manage inbound e-mails, which may prompt automatic e-mail confermations and responses. It can further allow for customer data integration and reporting.
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E-Mail Routing and Categorizing
E-mail routing and categorizing uses advanced natural language processing and semantic analysis automation to enable faster problem resolution times. It analyzes e-mail messages to determine the user's request and will either automatically respond to the message with a personalized answer or intelligently route the request to an agent.
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Intelligent E-mail Handling
Intelligent e-mail handling sends personalized automatic acknowledgment messages to a customer when an e-mail message is received.
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Tiered Servicing
Provides further personalization by enabling responses to be included with custom messages, depending on the time of day, customer status, or other scenarios.
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E-Mail and Web Integration
E-mail and Web integration enables a company to not only access a customer's history from communication channels such as the Web, chat, or telephone, but also to link Web pages to e-mails.
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Outbound E-Mail Communication
Outbound e-mail communication involves sending automated outbound e-mail confirmations.
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E-Mail Case Management Integration
E-mail case management integration is capable of automatically associating inbound e-mails to open cases (also refered to as tickets) so that a company can build a complete history of the communications.
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E-Mail Usability
E-mail usability is a mechanism that ensures customer-facing text communications including e-mail, fax, and SMS messages are professional and free of spelling errors.
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Electronic Reporting
Electronic reporting enables e-mail management professionals to dynamically visualize information in a variety of online graphical formats.
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Error Handling
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CRM for Financial and Insurance Markets Features and Functions
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