Advanced Email Response Template

Interactive Intelligence

Managing email through inboxes can be highly inefficient, and true performance can be very difficult to measure. This process template ACD routes email to users, enabling them to respond to and track email threads, and apply workflow rules to their management.

Interactive Environment
CaaS CIC 4.0
Solution Type
IPA Template

Description

Take a more intelligent approach to email response management.

Trying to manage the customer experience with email response management based on inboxes can be as frustrating as…nailing Jell-O to a tree. For you and for your customers. It’s difficult to stay responsive to customers, meet SLAs, or even measure performance effectively. If customers don’t feel you are responding quickly enough, they send more emails. Then it becomes nearly impossible for anyone on the team to be sure they are responding to the “right” email to resolve the customer’s original issue.

Equip your teams to deliver a completely different email experience. With customer responses that are fast, accurate, and personalized. The Advanced Email Response process template ACD routes email to users, enabling them to respond to and track email threads and apply workflow rules to their management. 

Highlights

  • Supports advanced ACD email routing by keyword
  • Supports shared HTML email response templates for pre-designed, formatted email responses, content customization options, and the ability to include configurable names and logos
  • Applies workflow rules
  • Manages the email threading process, with tracking related to both incoming and outgoing email responses
  • Provides extensive search capability (by subject or within body text) for email within the queue, or past email already responded to.
  • Provides view into email history (including attachments) from the same customer

 Benefits

  • Improved efficiency and productivity – Automated vs. manual email distribution, by configurable keywords, helps you meet or exceed SLAs with faster responses.
  • Increased consistency of responses – Assure a consistent look and feel for all email responses including company or client branding.
  • Increased personalization – agents can see context of current email thread relative to customer email history, including attachments, and can customize response.
  • Improved customer experience – faster, more personalized responses and the ability to send a single response when the same customer may have sent in multiple emails.
  • Increased visibility into “work pipeline” – track and report on how much email response work is actually occurring vs. guesswork with the old manual distribution process

 Features

  • Advanced email routing: Monitors one or more designated email inboxes for keywords then ACD routes email to user or workgroup. Works in concert with Customer Interaction Center (CIC) default email handling.
  • Comprehensive information capture: Captures the incoming email subject, body and sender address (From), To and CC. Also maintains the date and time of the inbound email. Uses the initial sender address for email responses with option for manual overwrite.
  • Configurable response options: Fully supports HTML layouts for display and composing replies and shared HTML email response templates for pre-designed, formatted email responses. Forms can include configurable company name and logos, and the ability to insert custom content. Users can preview their response before sending.
  • Automated response options: Enables sending multiple emails out, based on one incoming email, and provides options for AutoReply based on email address / groups / keywords etc.
  • Complete email thread tracking: Manages the entire email threading process, with tracking of both incoming and outgoing email responses. Also logs each action taken on a thread.
  • Extensive search:  Search for email within the queue, or past email already responded to. Search lists, or by keyword (in subject or email body text).
  • Email history: Provides email history overview per sender with the option to view historic emails and attachments.
  • Workflow rules: Applies workflow rules and process automation to email response actions.
  • Status indicators: See status of each email in a thread, including whether it is in queue, when the email was opened, when a reply was sent, and the name or ID of the replying user.
  • Supervisor Review: If desired, supervisors now have the opportunity to review outbound emails prior to being sent to the customer to insure accuracy and quality of response.
  • Single Point of Contact: If desired, email replies from customers can be automatically routed back to the originating agent to enhance the customer service experience.
  • Multi-language spell checking: Supports Spell Checker for American English, U.K. English, French and German.

Specs

This process template requires CIC 4.0 Service Update 4 or higher.

This process template also requires a standard Windows IIS 7 webserver. The OS may be Windows Server 2008 or 2012.

This process template requires Microsoft SQL Server for the database. To enable full text searching, full text indexing and searching must be turned on at the database level. Please refer to the Installation Guide for further instructions.

 

Support

This product is supported through standard support avenues. 

Indirect Customer:  Contact your Partner on record currently.  They will be able to troubleshoot all of the Interactive Intelligence developed products. 

Direct customer: Contact Interactive Intelligence Support via Interaction Support

Location 

Support Type 

Phone Number 

Regional Business Hours 

Americas          

Customer Support 

1-800-267-1367 

M-F, 7am-9pm EST

Americas 

Managed Services     

1-866-794-3423  

M-F, 7am-9pm EST

Americas 

CaaS Support 

1-866-794-1283 

M-F, 7am-9pm EST

EMEA 

Customer Support 

+44 1753 418 801     

M-F, 8am-5pm GMT/WET    

EMEA 

Managed Services 

+44 1753 418 806 

M-F, 8am-5pm GMT/WET    

EMEA

CaaS Support

+44 1753 418 804

M-F, 8am-5pm GMT/WET    

Malaysia / Asia   

Customer Support

+603-2776-3333 

M-F, 8am-6pm MST

Malaysia / Asia  

CaaS Support

+603-2776-3314

M-F, 8am-6pm MST

Japan 

Customer Support 

+813-5958-1563 

M-F, 9am-5:30pm JST

Japan

CaaS Support

+813-5958-1562

M-F, 9am-5:30pm JST

Australia

Customer Support 

+612-8918-4888 

M-F, 8:30am-5:30pm AEST 

Australia

CaaS Support

+612-8918-4822

M-F, 8:30am-5:30pm AEST 

Germany              

Support

+49-69-951066-112  

M-F, 8am-5pm CET

South Africa       

Support

+27-878-250-911

M-F, 8am-5pm SAST