An email comes into the Queue and is routed to the next available agent using simultaneous or longest idle algorithms.
View the email contents, or right click to perform a look up in the CRM platform and drill-in to any historical conversations.
Reply to the email, attach the required documents and send it away with the email signature already applied!
Unify Agent and Contact Center Email statistics alongside Web Chat and Twitter for a fully meshed Customer Service view
Service Level is King
Email Service Level shows you how many Emails you’ve had and how quickly the Agent are managing and replying to them
Equip Your Agents with Insight
Drill-in to transcripts of all historical conversations and customer information with added CRM Integration
ACD or Hosted PBX
Email Agents do not need to be BroadSoft Agents unless they are also taking inbound ACD calls
Time of Day Replies
Customise email signatures and send out of hours replies to set and meet customer expectations
Reduce Response Times
Ensure emails and requests are ending up in the right hands with speed and accuracy with advanced routing