Email Center
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Contents |
[edit] Functional Overview
Email Center allows you to receive, automatically classify, route, track, respond to and manage high volumes of incoming e-mail traffic from your customers.
Email Center is a part of Oracle Interaction Center.
Key integrations with Advanced Inbound Telephony and Advanced Outbound Telephony.
[edit] What are the key benefits to you?
Auto-classification, Routing and Tracking of emails
Your incoming emails are parsed and automatically classified based on linguistic patterns. Then based on message intent and content, they are channeled to the appropriate group such as Sales, Support, Marketing etc. The business rules that determine the classification and routing are fully customizable.
Consistent Customer Messaging
You can use pre-defined templates with boilerplate text and merge fields to ensure that Agent responses are personalized, complete, consistent, error free, without typos and correctly formatted.
A shared Knowledge Base containing manuals, documents and FAQ’s is used across Oracle applications including Email Center. This ensures that your customers get consistent and current information regardless of the support channel they use - email, telephone or self-service.
Your Agents are given auto suggested solution documents based on the incoming email keywords. This reduces the search and response time of your Agents and ensures they give relevant responses.
Integrated Customer Interaction History The complete thread of all back and forth emails for a given interaction between the Customer and Agent is preserved. This enables any Agent to respond by perusing the complete thread history.
Email interactions are merged with other interactions such as customer call records and web activity to give a comprehensive interaction image of the customer to any Agent.
Seamless Integration with Service Requests and Leads Your Agents can create service requests from within Email Center itself. Your customer's email responses to service request related emails are automatically used to update the service request in Oracle Service.
Your Agents can view and respond to emails from within Oracle Service itself.
Incoming emails can be used to create Leads.
Monitoring, Management and Reporting Your supervisors can use the Monitoring Console to review the incoming email queue, assign emails to agents, re-assign (if the current agent is overloaded) to another agent to evenly distribute the work load to Agents.
Use pre-built reports based on Daily Business Intelligence (DBI) to monitor key performance indicators such as average response time. Monitor the email and agent activity to balance the work load and to measure agent productivity.
Measure how many interactions it takes to resolve open items so that you can define metrics for improved productivity.
Assess service performance levels over time to make appropriate staffing decisions.
