Contact Centers - Email

Emails comprise a large portion of the communication that an organization handles and similar to phone calls, contact centers face the following questions:
  • Who should respond to emails?

  • How should emails be equitably handled by a group to ensure fair distribution?

How will supervisors and managers answer questions like:
  • Are emails being answered in a timely manner?

  • Which agents are handling the most emails?

To help with these challenges, we offer integrated email routing directly to your contact center agents via our universal queue.

Key Benefits:
  • Utilizes the same universal queue as all other contact channels

  • Multi-tasking across all contact channels

  • Email redirects and subscriptions

  • Web-based administration

  • Integrated reporting