Eptica Email Management
(no reviews)
Key Info:
2001
Eptica Email Management software solves your email management headaches by making it easy to deliver exceptional email customer service.
Details
Eptica’s unique linguistics techniques and workflow features will help you drive organizational efficiency and boost the quality and accuracy of your agents’ email replies. Incoming messages are automatically analyzed to identifying the tone used by the customer, so you can make sure that key unhappy customers are processed promptly. Average handling times are reduced by systematically presenting agents with the best responses from a self-learning knowledge base of pre-scripted email templates.
Features
- HTML content editor
- Multilingual, multibranding
- Self-learning knowledge base
- Easy to keep content up to date
- Supervisor reporting
- Extraction of significant content
- Monitor contact center activity in real-time
- Automatic responses
- Dynamic information push
- Personalized responses
- Comprehensive dashboard
- Dynamic, self-learning knowledge base
- Customizable email forms
- Internal attachments
- Comprehensive query history
- Escalation to external experts
- Email response management workflow
- Query escalation to supervisor
- Intelligent email routing
English, French
Location
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