Support Multi-Channel Communications
In today’s ‘demand’ economy, consumers are accustomed to a wide variety of choice. E-Service capabilities are a requirement for a complete customer communications solution. Email, SMS, Social Media, Web Chat, and Web Callback give you additional opportunities to communicate with your customers by letting them select the channel that is the most convenient for them.
Establish Workflow Management
Agent groups can be designated to exclusively receive and respond to emails, web chats, and web callback requests. Or, using our Universal Queue technology, groups can be blended to handle email, SMS, social media, and web along with inbound or outbound telephone calls. You can set priorities for telephone calls over e-services, and vice-versa, depending on your program goals.
View Real-Time Data & Reports
All incoming email and web requests and agent responses are stored in the central Noble database, allowing data analysis, data mining, and reporting capabilities.
ERMS Features: - Universal Queue for Inbound/Outbound Contacts
- Templates with Editable Content for Fast Response Times, including Auto-Replies
- Integrated management for Emails, SMS and Social Media communications
- Automatic Priority Escalation– overflow, based on time in queue
- Optional Attachment Processing– inbound & outbound
- Screen pops with Customer Information
- Spell Checker and Automated "Cc:" Feature
- Unified Customer Contact History & Complete Agent Tracking
- Built-in Adjustable Quality Control Levels
- Compatibility with IMAP, POP3, MS Exchange, & more
- Customized Integration to Enterprise Databases Available
- Messaging Management Console allows users to create, administer, and analyze email and SMS applications to individual customers or groups of customers
| Web Features: - Universal Queue for Inbound/Outbound Contacts
- Immediate Interaction with an Agent
- ‘Anytime’ Scheduling of Callbacks
- Skills-Based Routing with Proficiency Levels
- Contact Information Capture with Web Forms
- Call Queue Integration for Speed-to-Lead/Speed-of-Service
- Unified Customer Contact History
- Database Integration
- Real-time Reporting
- Easy Installation
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