Customer1 eMail Response Manager

The Customer1 eMmail Response Manager routes incoming emails to users in different "workgroups" based on the rules that the user has set. This system also allows inbound messages to be routed to multiple customer service representatives or other staff members within a call center environment rather than having someone do this task manually. Easily configured, it is designed to work with most email applications including Outlook.

Four different allocation schemes can be used to route emails. These schemes are:

• Round Robin - automatically assigns emails in sequence to each user in the workgroup
• Load-Based - routes emails based on user availability. If the user is not available, the email will be routed to the next available user.
• Manual - emails are routed to an unassigned folder so that users can pick and choose the emails to work on
• Pre-defined Rules - messages can be routed by time, date, message content, customer address and correspondence history

A library of standard email responses can be created for various types of email inquiries so that a customer response does not have to be created each time. This feature ensures that consistent, professional responses are sent out each time so that corporate policies are adhered to. This feature also increases productivity because Customer Service Representatives can instantly reply by using an email message template or the auto reply functionality that does not require user intervention.

All inbound and replied to emails are tracked in the imbedded SQL database, this provides an audit trail for reviewing customer issues and escalation resolution.