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KEY FEATURES OF OUR EMAIL MANAGEMENT CUSTOMER SERVICE SOLUTION

1. Response Manager Server integrates easily with your existing email client desktop software. more...
2. Intelligent Messaging Assignment more...
3. Complete Email Communication History Available more...
4. Build a Library of Standard Responses more...
5. Ships with extensive standard Reports more...

1. Response Manager Server integrates easily with your existing email client desktop software.
   
   • Works with any email client that supports IMAP including Outlook 2000, Outlook Express, Outlook XP.
   • No other software required on desktop.
   • Very intuitive - no training or IT resources required for desktop set-up and is configurable in minutes.
   
   
   
2. Intelligent Messaging Assignment
   
   • Ability to automatically route inbound email messages to multiple customer service representatives or other appropriate staff.
   • Uses 4 different allocation Schemes:
     
     • Round- Robin
     • Load-balancing based on CSR's availability
     • Manual - CSR’s can pick and choose
     • Pre-defined Rules
   • Route messages by time,date, message content, customer address and correspondence history.
   • Eliminates the need to have a human resource manually re-direct or forward emails to the appropriate staff.
   • The right email goes to the right staff the first time providing accountability and responsibility.
     
     
3. Complete Email Communication History Available
   
   • All inbound and replied emails are tracked in the included imbedded SQL database allowing for the searching of detailed communication history providing an audit trail for reviewing customer issues and escalation resolution.
   
   
   
4. Build a Library of Standard Responses
   
   • Pre-defined standard responses allows a consistent, professional reply to common customer inquires that conform to corporate policies.
   • Increases productivity, the CSR can instantly reply or the Rules Engine can perform an auto-reply with-out user intervention.
   • Include ‘variables’ in order to provide customizable responses automatically.
     
     
5. System Reports
   
   • Response Manager’s reporting engine includes over 15 different real-time and historical reports allowing management to stay up-to-the-minute on email status with-in the organization. Manager's are now able to review the corporate e-mail assets flowing in and out of the organization, putting them in a much better position to service the e-mail customer. Department managers can use this reporting data to gather invaluable insight into service agent skill levels, training requirements, staffing levels, peak email time, and gauging customer service levels.
   • Response Manager allows the tracking of email inquiry response times by both users and group mailboxes and determines if the company is able to maintain the corporation’s prescribed service levels. Response Manager also includes built in graphing, providing management an overview of the effectiveness of the email response team.

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