OpsCentral Email

Cut your Email management time and start your day with a smarter mailbox

OpsCentral Email is a multi-feature email management system that supports multiple campaigns, channels inbound emails based on subject, departments, skill-set level of staff, email content and keywords.

Intelligent Email Responder with AI
Skill-Based Routing Capabilities
Secured Audit Trail
Pre-scripted Email Template
Performance Monitoring & Reporting

OpsCentral Email empowers businesses to build and grow relationships through transactional email, campaigns and follow-up support. It is an extremely smart tool that helps track, prioritise and handle every single email received.

Designed specifically for Contact Centres

Truly an Email Management System designed for Contact Centres.

Provides an audit trail of every customer email
Escalation function to track/escalated issues
Measure KPIs and track SLAs for email communications
Stop CSR from cherry-picking “easy” emails from public folders
Prevent “lost”, deleted, wrongly filed emails
Prevent duplicate replies by different CSR

Completely Web-browser based

The OpsCentral Email user interface (UI) is clean and context sensitive, showing only what is necessary when it is necessary, without all that clutter.

With a Web browser-based UI, OpsCentral Email can run anywhere and is easily implemented for remote or home-based Customer Service Representatives (CSR) and experts.

Real-time Reporting

Comprehensive statistics are available in real-time, while historical data generated in Excel reports help to measure, analyse and improve your email communications.

OpsCentral Email Features

Skill-based routing & sorting

Inbound emails are routed to the designated group or CSR according to pre-defined rules/skillsets in OpsCentral Email.

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 archived 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-to-use responses and templates, like standard greeting messages, signatures, or even subject headings.

Performance Monitoring & Reporting

Administrative and supervisory tools are available to help you monitor the performance of your CSRs.

Generate and view ad-hoc, daily, weekly and monthly statistical reports in graphical formats.

Expand & Integrate across Voice, Email & App Messaging. Contact Us to find out how >>

Quality Management

OpsCentral Screen Capture

Quality Management (QM) performance within your contact centre results in satisfied customers, profitability, and increased revenue for your business. Give your employees what they need to ensure customers get what they want.

Capture complete interactions
Get a complete 360-degree replay of the entire interaction as it occurred, with integrated capture and playback of both the agent-customer conversation (voice) and the accompanying agent screen activity.
Assess agent skills and identify top performers
OC SC enables you to assess agent performance and customer satisfaction levels, ensure agent process adherence, prove compliance procedures are being followed, ensure maximum desktop navigational efficiency, settle disputes etc.
Search and retrieve the desktop recordings you need
Desktop video recordings can be identified and accessed through a number of search criteria, including agent extension, date, user name, customer phone number, ticket number, etc.