Email Management

Adapting to Change with Email Communication

In contact center environments, text-based customer service inquiries are growing at a much faster rate than voice-based inquiries. This makes email management a core part of your call center activity. With Gradient email management solutions, you can empower your customers to contact you via their preferred channel, while reducing costs.


Gradient email management solutions deliver:

A low-cost service channel that promotes responsive customer service.

An auto-responder system that sends customers automated email confirmations and updates on their orders or query.

A secure database that gives access to sensitive data only to authorized individuals.

Sophisticated text analysis and efficient routing of emails to the appropriate agent queue or department.

Response timehandling to help manage customer expectations.

Supervisor reporting, such as contact center and email activity, agent productivity, and quality of email service.

Detailed query history that provides agents with data on the inquiry, such as the customer’s account details, service history and queries waiting to be processed.

Email communication helps facilitate a clear understanding of the customer’s inquiry, which makes our email management solution an ideal learning tool for less experienced agents.


FEATURES

  • Directly Delivers Incoming Email to the Right Agent
  • Auto-answer Capabilities
  • Email Routing Based on From, To, Subject or Specific Words in Subject Line or Body
  • Stores Attachments in Centralized Database Location
  • Email Prioritization
  • DeliversEmails While Agent is On a Call
  • Email Delivery Failure Notification
  • Integration With Email Servers
  • Reporting