Genesys E-mail

Genesys E-mail lets you expand your customers’ contact options while ensuring that customer service e-mail interactions are handled with the same level of business logic used for voice calls, so all customers receive the same exceptional level of service.

Advantages:

• Ensures customer service e-mail interactions are handled according to a uniform set of business rules
• Increases agent productivity with tools that reduce response time for e-mail queries
• Enables your business to better meet service-level objectives
• Increases customer satisfaction with consistent, personalized service through multiple contact options

Features:

• Support for both the POP-3 and IMAP 4 e-mail protocols used by popular corporate e-mail servers including Microsoft Exchange, Lotus Notes, and Sun Messaging Server.
• Support for Web Form Post messages provides a pure Web-based messaging solution that supports standard HTTPS Web server security.
• Leverages the intelligent routing and workflow capabilities of the Genesys Customer Interaction Management Platform, to better meet service objectives.  This also provides a single platform for managing all Genesys applications, leverages the same business rules across interactions, reduces administration expenses, and ensures consistent customer service.
• Collaboration between customer service agents, subject matter experts, and supervisors improves first contact resolution.
• Automated customer service responses and acknowledgements improve customer satisfaction and reduce agent workload.
• E-mail categorization and segmentation ensure the message is handled per the business rules you have determined.
• Proactive queue management, through the Genesys Supervisor Desktop, allows for dynamically managing e-mails in queue.