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Email Management Software

Transform response rates and improve agent productivity with email management software

Even though email accounts for only 15% of overall inbound call centre transactions, research has shown that over 30% of consumers actually list email as their favoured contact channel and its use in customer service is steadily growing.

Yet too often email response time is slow and agents are used inefficiently due to the reliance on standard desktop email solutions rather than email management software designed for customer service.

mplsystems email management software allows businesses to transform their email customer service by enabling them to respond to email enquiries faster, with better quality responses and significantly reduce service costs whilst still delivering a personalised customer experience.

Clean, simple layout with drag & drop features for maximum efficiency

Email management features:

  • Identify subject of requests using advanced text analytics and route to most skilled available agent.
  • Manage queuing and prioritisation of emails by customer and subject as part of a multi-media blended queue
  • Group together associated emails, calls, social media and chat requests and deliver all live interactions to agents simultaneously
  • Improve agent productivity: with pre filled response templates, spell checks
  • Multi Lingual support and automated language translation
  • Advanced text analytics and automated processing for high volume enquiries

Our email management solutions can also incorporate the intelligentResponse solution which detects high volume, simple text based enquiries such as opening hours or account changes using the latest in advanced Natural Language Processing text analytics to provide automated answers and processing. Whilst being able to identify more complex email requests and route these to the most appropriate customer service agents for resolution.

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SUCCESS STORIES »

Ford Retail increase agent efficiency by over 25%
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Studio Moderna optimise call centre activity through real-time reporting
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WEBINARS »

The Best Contact Centre Metrics
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10 Clever Ways to Improve Call Centre Performance
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WHITE PAPERS »

Social, Email and Chat Best Practice
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Top tips to make email, chat & mobile customer service cost effective & responsive
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LATEST NEWS »

Grouping Activities in the Contact Centre
21st September, 2017
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Are You Ready for the Connected Customer? Pt3
5th September, 2017
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Are You Ready for the Connected Customer? Pt2
31st August, 2017
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    Read More »

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    Read More »

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