Call Centre email integration made fast and easy

• If your call centre is sending or receiving emails, CONTACT™ will improve both your customer service and your efficiency.
• If you want to introduce or extend your email services, CONTACT™ makes it fast and easy.

You can use CONTACT™ to manage email in your call centre alongside your existing ACD (Automatic Call Distribution) system - and it works in a similar way. CONTACT™ queues inbound emails, SMS, web chat or fax messages and delivers them to the relevant agent in each queue.

You can also use CONTACT™ to automate inbound and outbound email, to send invoices, manage promotions or create marketing campaigns. Read case studies. 

You can set up CONTACT™ for call centre email only or for other departments in your organisation to use too, such as marketing or accounts.  Their communications will be tracked on your single view of the customer but they can have their own reporting and pay for their own use.

As well as using CONTACT™ to create inbound and outbound email campaigns, your operators can use it to send and receive emails one-on-one with your customers.

What's more, it gives you the real time knowledge, reporting and management controls you need to ensure service quality and staff accountability. This includes the ability to screen emails for quality before they are sent and built-in tools like spell checker.  CONTACT™'s reporting tools let you see which customers opened emails and who clicked on which links, when.

Your messages to customers and the replies you receive are all tracked under a single view of the customer. If your marketing team send an email and the customer replies, you can direct the response to the right people in your call centre - and they can see both the message sent and the links the customer clicked. 

Email is helping organisations worldwide reduce cost and improve service. CONTACT™ makes email integration easy for your call centre. Contact us to find out more. 

Email integration with CONTACT gives you

Easy set up

• Fast easy provisioning - get started quickly
• Integration with existing CRM and ACD Systems
• Inbound email - forwarding or POP3 mailbox
• Outbound email - SMTP connectivity

Control over email creation

• Style templates for HTML or Plain Text emails that allow attachments
• Extended character sets so you can use symbols and accents on characters
• Message Quality Control including spelling, grammar and vocabulary usage
• Templates for automated responses - to help quality and efficiency
• The ability to let team leaders review outbound emails before they are sent

Confidence about sending and security

• The ability to set policy on who can send emails
• Broadcast scheduling to stagger sends and responses
• Built in protection from messages getting stuck in loops between servers
• Guaranteed throughputs and delivery - so sent means sent
• Spam and virus detection for improved security
• Email delivery receipts and detailed open and click reporting - to give you control
• Full reporting of opens, click throughs, unsubscribes and full bounce handling - essential for email marketing campaigns.

Efficient inbound email management

• Keyword matching to direct inbound messages to the right people in your team
• In bound email queuing with real-time reporting on wait and handle times

The management information you need

• Full message history - for order or complaint tracking and accountability
• Full searchable message history by customer record provides a unified view of all communication.

You can use CONTACT™ hosted, as Software as a service (SaaS), accessing it securely over the Internet and paying as you go. Or you can host CONTACT™ on your own servers, within your own firewall.

View the demo to see how CONTACT™ could work for you 

Download PDF for more information