Email Response

The Connection utilizes eGain Mail, an industry leading email response system to provide robust email response services.  eGain Mail provides auto acknowledgement, auto suggest, auto reply configurations and spell check.  We can also create rules-based routing of all e-mails to prioritize and deliver e-mails to the appropriate agents.  eGain Mail allows us to offer the following:

Predefined workflows to manage incoming email and webform inquiries.
 
Intelligent paring of the content of all queries – creating the ability to sent auto-responses and recommended responses to agents.
 
Tracking of all customer queries.
 
Complete customer information and interaction, history, across channels available to agents, enabling informed interactions.
 
Access to the centralized knowledge base that enables agents to accurately resolve complex inquiries and processes.  Agents can also contribute to the knowledge base.
 
Varied collaborative options with experts within and outside the system.
 
Comprehensive analytics and real-time alarms for operational performance management.