Unlock your potential with email customer service

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Get faster and more valuable email results

Manage email with a unified interface

Bring customer email messages into a single omnichannel interface to deliver seamless experiences. Empower agents to search for related interactions across channels. They’ll better understand customer concerns, solve problems faster and get more value out of every email exchange.

Navigate high-volume emails efficiently

Maintain distribution visibility, set priorities with business rules and route email to the right agents for fast and effective resolutions. This helps you do a better job of balancing employee workloads, reducing labor costs and meeting service-level agreements.

Learn from every email with real-time analytics

Get clearer insights with a unified approach. Centralised reporting shows historical and real-time performance for email and other communication channels. Spot trends, identify issues and evaluate performance to improve your customer experience — backed by data.

Create great experiences with better email tools

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Robust categorisation and prioritisation

Automatically capture, classify, prioritise and route email with advanced management tools. Configure rules to prioritise messages based on key criteria, such as a customer’s relative value to your company.

Real-time and historical reports

Oversee email KPIs with real-time analytics and historical reports. Analyse trends by customer segments or agent interactions, and boost email response rates and customer satisfaction with actionable insights.

Attachments, images and rich text

Email never looked so good with management tools that enable inline images and rich text formatting. Agents can add bullets, change colors and fonts, highlight text in bold — and use dynamic email signatures for personalisation.

Canned responses

Stay consistent and respond to customers quickly with standardised replies. Agents can edit standard responses to customise messages and add frequently used inline images with a single click.

Custom “Mail From” addresses

Signed, sealed and delivered. Using your own “Mail From” domain gives you more flexibility to comply with email authentication protocols — a valuable option for your customer service.

Address blocking, spam and security

Clear the clutter by blocking specific addresses from reaching agents. If we detect a virus, we automatically disconnect. For spam, we refer to the customer’s configuration for a decision on how to handle it.

Outbound email campaigns

Get proactive and send personalised messages to a list of contacts. Create and manage multiple lists, define segments, build dynamic content templates and schedules for total control of outreach notifications.

Seamless customer journey

Give customers an experience that says “We know you.” Empower agents with full visibility into past interactions across channels, while threading email responses for synchronous agent and customer experiences.

Agent assistance

Give agents access to artificial intelligence (AI)-led answer assistance, tapping into the same knowledge used for self-service in other channels. And enable faster agent training so they have key details on less familiar topics to avoid transferring.

Agentless notifications

Send email notifications automatically without involving agents. Customers get helpful and timely notifications automatically, such as shipping on an order or reminders on upcoming scheduled appointments.

Email delivery receipts

For email campaigns and agentless notifications, take advantage of supply delivery receipts. Quickly see whether an email was sent and how the recipient engaged. This gives you essential data to evaluate the effectiveness of email outreach.

Supervisor management tools

Empower supervisors with tools to help manage agents. Supervisors can view what’s waiting in the queue, get a snapshot of everything happening and manually assign email messages to agents via other routing methods.

state-of-cx-stat-hdr

55%

of CX leaders say their company is meeting customer expectations via email.

The State of Customer Experience, Third Edition

Send customers the right message with powerful email support

In the ever-evolving world of customer experience, social media, messaging and bots get a lot of attention. But your email address remains one of the first things customers look for when they need assistance. Email, the first digital channel, is still essential for customer support. Despite its importance, many organisations lack the systems and processes to effectively manage large backlogs of email messages.

Individual agents often struggle to find the most important email message to work on first. And that wastes valuable time. The routing capabilities from Genesys automatically get the right message to the right agents — for the right results. Our email management capabilities make it easy to create an integrated email experience. You can easily delight customers, help agents perform their best and set your brand apart.

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 customer service team, centralise email with your other communication channels. With our contact centre solution, you can improve response times and customer satisfaction across all channels — including email.

 

Fully integrated email interactions

To deliver seamless experiences, you need to capture all customer interactions in one place. Genesys brings your customers’ email communications into one system and interface in the same way it handles calls, chats, SMS texts and direct messages from sources such as Facebook and Instagram. This unified approach helps you better understand customer conversations, solve problems faster and get more value out of email interactions.

Smart email routing

Get email messages where they need to go, whether that’s to a shared queue or a specific agent. Our solution uses the same routing engine for email messages as it does for voice and other digital interactions. Route email based on skills, language requirements, keywords that include phrase matching in the subject line, bullseye methodology, availability, and more. Base routing decisions on data from back-end systems, such as a CRM solutions, and route email to multiple queues when an email comes in for multiple recipients.

Better agent experience and efficiency

Route email to agents according to their workloads, and automatically blend email messages with other interaction types. You can specify how many email interactions agents can handle and interrupt email interactions if another channel takes priority. Agents can move seamlessly between media types with all the context they need. Give admins options to dictate the amount of control agents have, including the ability to preview signatures or define if the past email history should be included in a response.

Email analytics and performance insights

The right contact centre email software delivers a unified approach — and it gives you clearer insights as a result. 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 and knowledge base — backed by data.

See what our customers have to say

We believe in digital transformation where people’s satisfaction is the central axis of change. That’s why the innovation we introduced with Genesys Cloud CX is here to stay.

— Damián Cruz, Digital Channel Consultant, Banco Solidario

Read the story

We made savings by eliminating call diverts, then added chat and email to lower costs further. Now we have 1,100 agents who can multitask and work securely from any location.

— Gordon Dalgleish, Head of IT Solutions, Arvato CRM Solutions

Read the story

See what else you can do with Genesys

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Explore more ways to improve the email experience

Mastering email in a modern contact centre

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Genesys email datasheet

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The Five Phases of Digital Engagement

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The state of customer experience

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Make email a key part of your customer journey

Don’t leave email out of the customer experience equation. Email management tools built into your contact centre software remove silos and add valuable customer context your support team 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® orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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