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.
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
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.
OpsCentral Screen Capture
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.