eQueue Email
eQueue Email gives your customers increased flexibility in their communication choices, while at the same time giving you the ability to manage e-mail interactions as you would phone calls. eQueue Email integrates seamlessly with the eQueue solution offering multi-channel contact management from a single queue - all interactions are queued, routed and managed, including extensive real-time and historical reporting, from an intuitive menu-driven interface assuring optimum contact center efficiency and outstanding customer service.
Key Features:
Skills Based Routing
eQueue Email sorts all incoming e-mail requests according to topic, and then instantly routes them to the agent with the best skills and media proficiency for response.
Auto Response
Auto Response provides e-mail senders with an instantaneous notification that you have received their e-mail. It also allows you set expectations on when they can expect a response to their inquiry.
Knowledge Base
eQueue Email provides and searchable knowledge base that can be used by agents to quickly locate prepared responses to customer e-mails. The knowledge base ensures your customers receive an accurate, efficient response by allowing agents to paste answers into e-mails with one click.
Same Agent Reply
Same agent reply ensures continuity between agents and customers when multiple e-mail exchanges are needed to satisfy customer needs.
Spell Check
This feature allows agents to quickly and reliably check spelling before submitting an e-mail response. The spell checker offers several suggestions for misspelled words so agents can quickly select the correct spelling.
Censor List
E-mails can be quickly scanned for inappropriate language, safeguarding your contact center from sending potentially damaging e-mails to customers.
eQueue Email Key Benefits:
- Increase customer satisfaction by allowing them the choice to interact with you by e-mail.
- Reduce operating expense by managing e-mails and voice interactions using a single, integrated platform.
- Ensure consistent service delivery across all customer communication media.
- Maximize agent utilization by routing them e-mails when voice traffic volumes allow.
- Auto Response, Knowledge Base and other tools increase agent productivity in handling e-mails.
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