Email
Efficient and accurate email response
Apropos delivers effective email management to enable rapid response to your customers and guarantee your service level commitments.
The solution uses the data contained within every inbound email to enable auto-response to frequently asked questions, to provide intelligent or skills-based routing to the right person the first time, and to ensure fast and accurate responses via email or callback.
Outbound email can be generated individually or in bulk based on your business rules.
Every message is tracked and archived to provide a complete picture of your call center as an email handling environment, and to guarantee the quality of your correspondence.
Key capabilities:
- Auto-Response reduces cost through automatically generated answers to frequently asked questions
- Intelligent Data-directed Routing decreases resolution time by directing the email to the right person
- Suggested Response uses intelligent classification to increase agent productivity and response accuracy
- Outbound Email supports rapid response and proactive communication to increase customer satisfaction
- Email Archival and History ensures rapid quality assurance or problem resolution via searchable transcripts
- Email Productivity Tools enabling faster, more accurate responses to specific customer priorities and needs
- Reporting and Performance Monitoring provides visibility to all levels of management and empowers rapid decision making
- Prioritization Rules and Visual Queuing enables timely response to the most important customers and agent empowerment to handle known customers
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