What is OpsCentral Email?
OpsCentral Email is a multi-feature email management system that supports multiple campaigns, channels inbound emails based on subject, departments, skill-set level of recipients, email content and keywords.
OpsCentral Email provides intelligent routing capabilities, self-service management rule-setting, audit log, detailed reports and SLA tracking system, a smart tool that helps to track, prioritise and solve every single email you receives.
Email Management System designed for Contact Centres.
Completely web-based – easily implement for remote or home-based CSR and experts.
Comprehensive statistics in real-time as well as historical data in Excel reports to measure, analyse and improve your email communications.
Why OpsCentral Email?
- OpsCentral Email provides an audit trail of each and every customer email
- Measure KPIs, SLAs for email communications
- Stop CSR from cherry-picking “easy” emails from public folders (commonly implemented in Outlook or Notes)
- Escalation function. Track escalated emails
- Prevent “lost”, deleted, wrongly filed emails
- Prevent duplicate replies by different CSR
Benefits
Skill-based routing & sorting
Inbound emails are routed to the designated group or CSR according to pre-defined rules/skillsets.
Auto-acknowledgement
Customizable messages that provide immediate acknowledgement upon receipt of emails from customers.
Intelligent-Responder
OpsCentral Email is able to scan the content of emails and intelligently suggest a list of likely answers.
History
Every email transcation - received and sent - will be saved in the database and can be accessed via a history list presented in chronological order.
Pre-scripted Responses
OpsCentral Email allows you to store and retrieve from a database of ready responses and templates like standard greeting messages, signatures, or even subject headings.
Performance Monitoring & Reporting
OpsCentral Email allows performance to be monitored and measured. Administrative and supervisory tools are available to help you monitor the performance of your CSRs. - View real-time statistical reports in graphical formats. - Generate daily, weekly and monthly reports.