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Email management software
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eGain
Mail™ helps companies manage large
volumes of customer emails and webforms responsively
and effectively. With eGain Mail, you differentiate
your company from competitors by responding
to inbound inquiries promptly and professionally
every time.
An integral part of eGain® 10, eGain Mail
offers:
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Predefined
workflows to manage incoming email
and webform enquiries. Contains
service level agreement (SLA)
triggers to automate email routing
and monitoring. |
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Intelligent
parsing of the content of all
queries. Ability to send auto-responses
and recommend responses to agents. |
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Tracking of all
customer queries. |
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Complete
customer information and interaction
history, across channels available
to agents, enabling informed interactions. |
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Access to
the centralized knowledge base that
enables agents to accurately resolve
complex inquiries and processes. Agents
can also contribute to the knowledge
base. |
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Varied collaboration
options with experts within and outside
the system. |
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Comprehensive
analytics and real-time alarms for operational
performance management. |
Additional modules include:
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eGain
Secure Mail™ to authenticate
the customer before allowing the viewing
of confidential information. |
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eGain
Fax™ to route, track, and
respond to faxes with the same infrastructure
that is used to handle emails and webform
submissions. |
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