Make the most of every email interaction in your contact centre

Give customer emails the attention they deserve with easier email management tools

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Put an end to ineffective email support

In the customer experience world, newer channels like social media, messaging and bots get a lot of attention. Sometimes we treat email like it’s fallen out of vogue. But your email address is one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support.

Some companies treat email as a second-rate communication channel simply because they don’t have a great way to manage incoming messages. Without a live person waiting on the other end of the line, it’s easy to pass off an email as something that can wait. The good news: With the right tools, your contact centre can create an integrated email experience that delights your customers and sets you apart.

Fast forward for better email results

Reduce handle time

When you can intelligently route emails to customer service agents with the right expertise, you set them up to resolve issues faster.

Improve employee utilisation

Balance agent workloads to make the best use of their time and reduce labour costs. Automatically push email interactions at the best time for agents to handle them.

Improve customer experience

Give agents all the information they need to personalise their email responses by integrating email in a unified, omnichannel desktop.

Blueprint for success:

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Make email part of the full experience

Email is one of the fastest, easiest communication channels for customers. To make it fast and easy for your contact centre, centralise email with your other customer communication channels. With contact centre software from Genesys, you can embrace email as an important method of communication and improve customer satisfaction across all channels.

Fully integrated email interactions

To deliver seamless experiences across all channels, you need to capture all customer interactions in one place — email included.

Genesys contact centre software brings your customer email communications into one system and interface, just like it handles calls and chats. This unified approach helps you understand customer conversations better, solve problems faster and get more value out of email interactions.

Smart email routing

Get emails where they need to go, whether that’s to a shared mailbox or a specific agent. Genesys software uses the same ACD routing engine and evaluation methods for email messages as it does for phone calls and live chats. That means you can use skills-based routing to consider skills and language requirements and then route emails based on business rules, priority and resource availability.

Better agent experience and efficiency

Make email support quicker and easier for agents. Our software lets you automatically blend emails with other interaction types This pushes emails to agents’ inboxes according to their workloads.

You can specify how many email interactions that agents can handle at one time. You also can determine if other interaction types take priority and interrupt email interactions. With our unified desktop, agents can move seamlessly between media types with all the context they need.

Email analytics and performance insights

This unified approach gives you clearer insights. With centralised reporting, you can see historical and real-time performance for email, alongside other communication channels. Spot trends, identify issues and evaluate performance to keep improving your customer experience, backed by data.

"The Genesys solutions have contributed significantly to the growth of our business in the past year. By now, we have more than 800 routing strategies and more than 4,000 agents working on the system."

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Deliver great experiences to customers with better email tools

Attachments and images

Add what you need. When agents reply to an email, they can attach a file to send with the email reply. Incoming messages can display images as attachments or in line.

Text formatting

Email never looked so good. Our email management tools offer rich text formatting. Agents can add bullets or numbers, change colours or highlight important bits in bold.

Canned responses

Stay consistent and respond fast. Canned responses are available across channels — so your team can use them in emails, too. Agents can edit canned responses to customise messages.

Email address blocking

Be the gatekeeper. You can block specific email addresses from sending messages to your agents. Just add a decision step to check the email sender name for unwanted addresses.

Custom MAIL FROM addresses

Signed, sealed, delivered. Using your own MAIL FROM domain gives you more flexibility in complying with email authentication protocols. Our software gives you this option.

Spam and virus protection

Our software helps protect you from spam and viruses. If an email contains a virus, we don’t deliver it. If an email is spam, we process it using settings you choose during setup.

Resources

The Total Economic Impact™ Of Genesys Cloud

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Empower Your Agents: Give Them an Omnichannel Desktop

Download whitepaper

Seven Steps for Delivering Next-Generation Digital Customer Service

Download eBook

Frost & Sullivan Global Research: Midsized Call Centres take a Digital-first Approach

Download research report

Make email a key part of your customer journey

Don’t leave email out of the equation. Email management tools built into your call centre desktop remove silos. And it adds valuable customer context you might be missing. Improve your customer experience by bringing all points of contact into a single system. See how to keep email in the conversation.

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About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.