Is your company using central mailboxes, (digital) forms and mail rooms that are handled by multiple employees? The handling of these dialogues can be time consuming and tedious issues lead to cherry picking by agents. So why not process and prioritize email as any other text channel?
Manage email flows in just like phone calls, chats and other channels. As a true omnichannel router hub Anywhere365® Dialogue Cloud can determine necessary skills based on a contact’s metadata and selects the best available agent based on rating, longest idle or other. Agents handle the email through Teams, from the WebAgent modern workplace or their preferred CRM client.
Route emails to the right agent based on metadata such as sender information or content.
All incoming email messages are merged with any attachments, and then stored in an inbox.
All information can be made visible through Anywhere365® business intelligence capabilities.