What is OpsCentral Email?
An intelligent email sorting application that channels all inbound emails to the appropriate customer service representative (CSR) who can respond promptly and effectively. It will sort and route the emails to recipients according to subject, sender and keywords in the email content.
OpsCentral Email is a powerful tool that frees you from the hassle of sorting hundreds or possibly thousands of emails that flood your organisation everyday.
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.
Pricing Plans
* 5 minimum users *
** 1 server per site **
Software License per Server
User Charges:
8x5 based
24 x 7 based
Redundancy Charges/High Availability Mode (Optional)
One Time Set-up Charge
12 months Contract
$250 / month
$50/user/month
$60/user/month
$200/month + $30/user/month
$24,000
24 Months Contract
$150 / month
$30/user/month
$40/user/month
$100/month+$20/user/month
$24,000