OPSCENTRAL EMAIL
OpsCentral Email is an intelligent email sorting application that channels all inbound emails to the appropriate customer service representative (CSR) who can respond promptly ans effectively. It will sort and route the emails to recipients according to subject, sender and keywords in the email content.
📧 Skill-based routing & sorting
📧 Auto-knowledgement
📧 Performance Monitoring & Reporting
📧 Pre-scripted Responses
📧 History
📧 Intelligent-Responder
OpsCentral Email is designed to automate the process of email distribution so that CSRs can focus their time and effort on providing quality services to customers.
Truly an Email Management System designed for Contact Centres.
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Provides an audit trail of every customer email
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Escalation function to track/escalated issues
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Measure KPIs and track SLAs for email communications
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Stop CSR from cherry-picking “easy” emails from public folders
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Prevent “lost”, deleted, wrongly filed emails
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Prevent duplicate replies by different CSR
Designed specifically for Contact Centres
The OpsCentral Email user interface (UI) is clean and context sensitive, showing only what is necessary when it is necessary, without all that clutter.
With a Web browser-based UI, OpsCentral Email can run anywhere and is easily implemented for remote or home-based Customer Service Representatives (CSR) and experts.
Completely Web-browser based
Comprehensive statistics in real-time as well as historical data in Excel reports to measure, analyse and improve your app messaging communications.
Real-time
Reporting
Invest Smartly
Cut your e-mail management time & start your day with a smarter mailbox.
DESIGNED
SPECIFICALLY
FOR
contact centre
Truly an Email Management System designed for Contact Centres.
​
-
Provides an audit trail of every customer email.
-
Escalation function to track/escalated issues.
-
Measure KPIs and track SLAs for email communications.
-
Stop CSR from cherry-picking “easy” emails from public folders.
-
Prevent “lost”, deleted, wrongly filed emails
-
Prevent duplicate replies by different CSR.
completely
web browser
based
The OpsCentral Email user interface (UI) is clean and context sensitive, showing only what is necessary when it is necessary, without all that clutter.
​
With a Web browser-based UI, OpsCentral Email can run anywhere and is easily implemented for remote or home-based Customer Service Representatives (CSR) and experts.
REAL TIME
REPORTING
Comprehensive statistics are available in real-time, while historical data generated in Excel reports help to measure, analyse and improve your email communications.
OpsCentral Email
Features
Skill based Routing & Sorting
Inbound emails are routed to the designated group or CSR according to pre-defined rules/skillsets in OpsCentral Email.
History
Every email transcation, received and sent, will be archived in the database and can be accessed via a history list presented in chronological order.
Auto Acknowledgment
Customizable messages that provide immediate acknowledgement upon receipt of emails from customers.
Pre-Scripted Responses
​Customizable messages that provide immediate acknowledgement upon receipt of emails from customers.
Intelligent Responder
OpsCentral Email is able to scan the content of emails and intelligently suggest a list of likely answers.
Performance Monitoring & Reporting
Administrative and supervisory tools are available to help you monitor the performance of your CSRs.
Generate and view ad-hoc, daily, weekly and monthly statistical reports in graphical formats.
Quality
Management
Give your employees what they need to ensure your customers get what they want
RECORD EVERY CONTACT
Interaction recording with OpsCentral Voice sets your agents up for future success while simultaneously verifying sales transactions, resolving customer issues, ensuring agent adherence to procedures and policies, limiting liability risks, and complying with regulatory requirements. The recording can be used for training purposes too.
evaluate agent performance
Agent performance features include dozens of standard reports along with numerous standard KPIs, customizable QA pop-up forms, a rich selection of question types, an easy-to-operate wizard, scoring formulas, and coaching and training packages.
enhancement
opportunities
Improve customer retention, sales performance, efficiency, and more with a complete quality optimization workflow, including selecting and setting your KPIs, defining business rules for call monitoring, and improving performance with dashboards and QA score cards.