Convenience of communication on their own schedule for both customers and businesses, for non-urgent topics.
Valleys in agent utilization are automatically filled with blended e-mail processing
Representatives handle incoming e-mail messages along with calls, chats and mobile, using the same skills-based distribution and media priority rules.
The messages could be categorized and prioritized based on multi-lingual keyword sets.
E-mail could be popped (pushed) to a ready agent if there are no higher priority interactions, or it could be delivered to a shared team queue for subsequent selection and “pull” by representatives.
Knowledge Management helps providing consistent reply content for frequent queries, and also automatically suggesting default “templates” for selected services.