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Zeacom Email Queing
Email Queuing Exchange
Email Queuing allows your contact center to treat emails the same way as they treat phone calls.
Your agents are delivered emails only as they are ready to deal with them. Agents who are logged out, on a Break, or already dealing with calls , are not delivered emails until they become available. Once the email is delivered, if the agent takes too long to open the email, the Zeacom software pulls it back and puts it back into the queue mailbox. This equates to phone calls being pulled back when phone agents do not answer, and being returned to the queue. In this way, emails are never allowed to disappear in agents’ overfull inboxes. Once an agent answers the email, the email will not be pulled back from them.
Your agents can be configured to handle as many concurrent queue emails as suits your situation. You can require Wrapup information to be entered (via Agent Desktop) upon the deletion of the email; this information can be reported on.
Zeacom offers two options for Email Queuing:
- Exchange (via Microsoft Outlook)
- Desktop SMTP (inside Agent Desktop)
Features of Email Queuing Exchange
- Email Queuing works in combination with CT Control and Agent Desktop to provide a tightly integrated email management tool
- All the functionality of ZCC such as skills-based routing, reports, operating modes, etc. is available in Email Queuing
- Once each email is delivered, agents read the email in their Microsoft Outlook application, while details are also displayed in Agent Desktop
- Wrapup can be performed via Desktop, as per telephone queuing.
- When agents reply to emails from the queue, the agent’s personal email address is automatically masked and replaced with the contact center queue email address
- Agents’ replies to queue emails are included in the contact center model, and are tracked and reported in the same way as inbound emails
- Based on Security permissions, agents can use Demand to request immediate delivery of any email/s in the queue, or request a specific email, even when they would not normally receive them
- To learm more, click here
FAX Queuing
Many industries still rely on the paper trail of signatures. For many companies, faxes are still the preferred order-taking medium. Fax Queuing improves the access, control and security of fax communication by allowing customers to send signed orders and other important documents directly to your contact center.
As a fully integrated module of Zeacom Communications Center (ZCC), Fax Queuing applies all the skills-based routing and queuing parameters of ZCC to your customers’ faxes. This means you can direct faxes to specific individuals or departments that are best equipped to respond to them.
Fax Queuing is also fully integrated into ZCC’s comprehensive reporting package, ensuring that contact center managers have a complete picture of all customer contact, regardless of the medium used.
Fax Queuing requires the agent to be running Agent Desktop in order to log in and take delivery of faxes.
Are you tired of waiting at the fax machine for faxes to arrive – or worse still, missing them because they’ve got caught up in a pile of other work for somebody else? Fax Queuing delivers directly to the appropriate agent so they can view and/or print the fax at their own discretion, at the best time for them and the contact center.
Business Drivers
- Signatures on faxes are still the only electronic legal tender used by some organizations. Maximize the sale opportunities for your business by giving potential customers a simple way send signed orders through to immediately begin the purchase process
- Give your customers instant contact with agents in your contact center, minimizing misplaced orders and delay frustrations
- Reduce paper confusion and interruptions by providing your contact center agents with the ability to view faxes on screen
- By instantly responding to the inbound fax request, your agents can maintain a fluid process that is easily tracked as required
- Centralize the management of all forms of customer interaction within a single environment
- To learn more about Fax queing, click here
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