E-mail Management

You define processing groups for each channel. The messages are fetched from your e-mail server by the system at freely definable time intervals and automatically distributed to the employees - taking into account various, flexible routing criteria and parameters such as waiting places, waiting times, etc. The messages are then forwarded to the group. If an e-mail is not opened within a defined waiting time, it is forwarded within the group. After processing, the e-mail is saved in the respective central storage project folder.

Messages as fax, letter, SMS are converted into a digital format or scanned, converted into text by OCR and stored in an FTP directory. These messages are collected and distributed by the system. Messages from Facebook and Twitter are delivered as a link via email and processed directly in the originating system. Work items from external software applications are distributed as tasks and processed in the source system.

The configuration offers highly flexible setting options. For example, overflow rules and fixed or dynamic queues can be set up, service levels and waiting times can be defined. Flexible routing and classification options, individual text modules, resubmissions and interim notifications increase productivity. You can set whether or not follow-up times should be fixed or individually extendable by the employee. Your employees can "pick" messages and forward them to colleagues.

E-mails can be routed according to various, flexibly applicable criteria. You can set up as many routings as you like. Each routing is clearly displayed graphically in the routing plan. Routing criteria include longest idle; percentage; daily/business hours; preferred agent/group; last agent/group; graduated employee prioritisation per group; VIP labelling; header/content routing; junk routing; classifier; HTTP request, etc.

VIER engage provides suitable text modules for uniform and rapid processing. You can also easily create and manage text modules yourself. The selection of useful modules can be limited by linking them to skills or groups. Optionally, the classifier can make an automatic suggestion. The modules are dragged and dropped into the message.

For faster processing, automated classification according to different, freely selectable criteria is available. These include keywords in the text and in the subject or languages. The criteria can be linked or used for multi-level classification. Keywords and regular expressions, such as customer numbers, can be highlighted in colour in the email preview. The system suggests suitable reply modules. Classified contacts are routed to defined inboxes/outboxes. The statistics type "Classification" shows which classifier was used how often.

For quality control and training purposes, you can record screen contents or carry out monitoring. With screen recording, you can define the recording areas as required: the entire screen, individual areas or selected applications. Recordings can be started manually or automatically. All recordings are available via FTP or web download for 28 days.

The online monitor provides current information about active contacts as well as important key figures of the groups. Important key figures, such as service level or availability, are reinforced by warning function lamps in the colours green, yellow and red.

After processing, the employees archive the e-mail in the respective central storage folder, such as a Microsoft® Exchange server. Important: Legally compliant archiving is still your responsibility! In addition, various other external systems can be connected.