Email Service Manager

[redripe]

All, I am in search of solutions and tools to help manage Email traffic. Can you make a recommendation on what is considered the industry standard and what is the most preferred tool used to track and manage email communications between customers and the call center? Help!

Thnaks.

[ecommerce Support]

Integrate your workflow solution with your e- mail solution

[redripe]

Thanks for the response to my inquiry. Can you please provide some specifics on tools used, general costs, and reporting.

Thanks.

[rsavino]

If you are a Lucent customer, I would highly recommend their Message Care product.

[klemenr]

>Message Care product

Message Care product only works in Definity sistem :(

In our call center we made own program, for diffrent accounts.

And it is much more powerfull becuse it's made just for our needs

if you need any help at programing, you are welcome.

lp k.

[hickupper]

One tool that I have been raised on is Kana Response. I started with it as an associate, and now I am working as primary administrator on the system. Kana Response will give you a handle on every aspect you are looking for. Kana has separate departments so you can break down the content and users for areas of skill. I know that there are many large corporations using kana; Yahoo (I think), General Motors, Amazon; all of which are doing about 50,000 emails a day.

My department (one of 5(2 Canadian, 2 U.S, 1 Europe)) handles about 9,000 contacts/week (orders, inquiry, support ) and In total we process about 45,000 emails between all departments (600 users).
Kana gives you the support of templates (consistency), routing rules and queues (management), reporting (projecting business needs) and stability (all departments can run off of one server).

This is just a quick glimps of Kana, but I hate long threads. If you want more info please email me. Larry.Baumgartner@Staples.com. www.Kana.com

[redripe]

"I coulf go on forever" Sounds like you have soent considerable time working this aplication and service...thanks for the information. I will do some reseach on this company and may give you a call/email.

Thanks you very much.

[Tracy Royal]

I have seen Kana used successfully in many large call centers.

[hickupper]

Fresno,CA? recruit me Please!!!

Just kidding.

[Jim murphy]

Mike,

I have heard of a product calles Live Person. You might want to check out www.liveperson.com and look into their service offerings.
I am curious to know what you have in place for your email solution and your recording capabilities. I am very eager to speak with you about your backup solution that you currently have in place and if that has not been implemented yet, I would like the opportunity to speak with you about it.


Thank you,

Jim Murphy

[Frank A. Engle]

There are large number of e-mail traffic managers out there and they come in all shapes, sizes and costs. One of the newer trends are managers built in an ASP model. Basically unlimited capacity on a metered rate basis...no hardware/software cost (except the pc the agent uses of course), the ability to buy "blocks" of usage for both e-mail and chat, and the ability to employ "remote" agents accessing the same database.

I am hesitant to generally recommend a specific solution without more detail on your company usage and needs. If you forward me your needs and usage data, I can provide some recommendations that match.

Good Luck!

[anujmahajan]

Try out TeleUMS from TeleSynergy. You can find details at www.telesynergy.com