Email Processing for your Contact Center

e-mail processing
e-mail call center

A 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 to provide consistent reply content for frequent queries, and also automatically suggesting default “templates” for selected services.

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

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