Email Processing for your Contact Center

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.

Make sure to review the complete functionality of Service Pattern Cloud Contact Center Software.

Email Processing for your Contact Center was last modified: by