Email Management

Email Management plays a vital role in successfully managing your customers experience online. Carone offer a solution that will help you to manage large volumes of customer emails and web-forms responsively and effectively. We can help you to differentiate your company from competitors by responding to inbound queries promptly and professionally every time.

The solution that we offer is called eGain Service™ and is the industry's most innovative and complete software suite for multichannel customer service. Organisations are consistently challenged to improve the customer experience, build customer loyalty, improve contact centre agent productivity and increase revenue and with the eGain powered solution we can help you to satisfy all of these demands.

Email Management Software

  • Pre-defined workflows to manage incoming email and web-form enquiries. This also contains service level agreement (SLA) triggers to automate email routing and monitoring.
  • Intelligent parsing of the content of all queries, along with the ability to send auto-responses and recommend responses to agents.
  • Tracking of all customer queries.
  • Complete customer information and interaction history, across all channels available to agents, enabling informed interactions.
  • Access to the central knowledgebase that enables agents to accurately resolve complex enquiries and processes.
  • Varied collaboration options with experts within and outside the system.
  • Comprehensive analytics and real-time alarms for operational performance management.

Web based Console

The advanced web based user interface has seven specialised user consoles or work areas. Designed by usability experts, each console has the familiar Windows XP appearance and is equipped with tools that the typical user of that console is likely to need. The system is completely web-based – all you need is a web browser and a user account to log in and start using the system.

Case Records

A single case number automatically links several emails back and forth between the agent and the customer regarding the same issue. In addition, activities of different media types – email, phone etc. can be part of the same case.

Analytics

eGain Service offers comprehensive reports and real-time monitors, dashboards and alarms for operational performance management.

Reports

  • Real time and scheduled reports
  • Manage access to reports
  • Record history of all reports: log history of all generated reports
  • Create parameters for reports to report on just the items of interest to you and your organisation
  • Include archived activities in reports
  • Get reports data in various formats, PDF, Excel, etc. with the ability to print out
  • Only selected users can have access to run, view reports
  • Flexible infrastructure to create custom reports
  • Advanced analytics to detect trend in interactions

Monitors and alarms

Monitor agents, queues and system services. If an agent or queue exceeds the number of open issues an alarm is sent to the manager and the excess issues are automatically forwarded to an alternative agent or queue. The eGain Service also supports multi-shift operations, so you can offer "follow the sun" service.

  • Ensure agents and queues do not become "overloaded" with issues
  • Quick notification when alarm levels are exceeded
  • Overflow monitoring
  • Service level alarms
  • Agent quality monitoring
  • System logs
  • Set limits on number of open issues for any queue or agent
  • Multi-shift management: track activity and workload on multi-level queues
  • System status view of services and components
  • Configurable display on monitoring screens

Knowledge dashboard

  • Monitor the health of the contact centre without running lengthy reports. Users can create dashboards with multiple pieces of information which would enable a user to manage their contact centre more effectively – real time information.
  • Graphical display of information is easily understandable at a glance.

Interested? Give us a call or send us an email