Improve Email Processing Time:
Direct emails to the appropriate agent with intelligent routing rules, based on key criteria such as product/service categories, language, and keywords.
Improve Agent Effectiveness:
Use canned ‘Quick Responses' and optional knowledge base articles to ensure rapid, consistent, branded, and accurate responses, and helping manage client expectations with automatic acknowledgement emails.
Appropriately track incidents:
View related email messages and other interaction histories across a particular incident or group of incidents, providing necessary context to the agent handling the email.
Enhance productivity:
Leverage a variety of tools to improve operational productivity including automatic categorization, automated and suggested responses, and managed escalations.
Protect sensitive customer and company data:
Successfully exchange secure emails using the Talisma Secure Message Portal, combining best of email management with a secure Web portal.
Exceed Customer Expectations:
Easily address service level agreements and improve operational performance with real-time management dashboards, agent timers, and extensive historical and custom reports.
Ensure Email Excellence:
Maintain company corporate, quality, and brand standards and information accuracy in every outbound email by leveraging various email monitoring features.
