{"id":171469,"date":"2019-10-09T10:42:23","date_gmt":"2019-10-09T17:42:23","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=capabilities&p=171469"},"modified":"2024-12-11T09:01:29","modified_gmt":"2024-12-11T17:01:29","slug":"email-contact-center","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-gb\/capabilities\/email-contact-center","title":{"rendered":"Email"},"content":{"rendered":"

[vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D” vib=”enable” css=”.vc_custom_1722359268109{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}”][vc_row equal_height=”yes” content_placement=”middle” vib=”enable”][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Unlock your potential with email customer service<\/h1>\n

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Book a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″][vc_single_image image=”387098″][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Get faster and more valuable email results<\/h2>\n

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Manage email with a unified interface<\/h3>\n

Bring customer email messages into a single omnichannel interface to deliver seamless experiences. Empower agents to search for related interactions across channels. They\u2019ll better understand customer concerns, solve problems faster and get more value out of every email exchange.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Navigate high-volume emails efficiently<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Learn from every email with real-time analytics<\/h3>\n

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 \u2014 backed by data.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%5D”][vc_row][vc_column][vc_column_text]<\/p>\n

Create great experiences with better email tools<\/h2>\n

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Robust categorisation and prioritisation<\/h3>\n

Automatically capture, classify, prioritise and route email with advanced management tools. Configure rules to prioritise messages based on key criteria, such as a customer\u2019s relative value to your company.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Real-time and historical reports<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Attachments, images and rich text<\/h3>\n

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 \u2014 and use dynamic email signatures for personalisation.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Canned responses<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Custom \u201cMail From\u201d addresses<\/h3>\n

Signed, sealed and delivered. Using your own \u201cMail From\u201d domain gives you more flexibility to comply with email authentication protocols \u2014 a valuable option for your customer service.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Address blocking, spam and security<\/h3>\n

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\u2019s configuration for a decision on how to handle it.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Outbound email campaigns<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Seamless customer journey<\/h3>\n

Give customers an experience that says \u201cWe know you.\u201d Empower agents with full visibility into past interactions across channels, while threading email responses for synchronous agent and customer experiences.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Agent assistance<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Agentless notifications<\/h3>\n

Send email notifications automatically without involving contact centre agents. Customers get helpful and timely notifications automatically, such as shipping on an order or reminders on upcoming scheduled appointments.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Email delivery receipts<\/h3>\n

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.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Supervisor management tools<\/h3>\n

Empower supervisors with tools to help manage agents. Supervisors can view what\u2019s waiting in the queue, get a snapshot of everything happening and manually assign email messages to agents via other routing methods.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

An expanded agent toolbox<\/h3>\n

Enhance agent flexibility in handling email inquiries with the ability to respond to closed interactions, perform multiple actions on a single email and park email exchanges. Administrators also get dedicated analytics, such as tracking the average time emails are parked.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row equal_height=”yes” content_placement=”middle”][vc_column width=”5\/12″]

\"state-of-cx-stat-hdr\"<\/div>

55%<\/p>\n

of CX leaders say their company is meeting customer expectations via email<\/p>\n

“The State of Customer Experience,” Third Edition<\/strong><\/a>, Genesys<\/p>\n<\/div>

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Send customers the right message with powerful email support<\/h2>\n

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<\/a>, is still essential for customer support. Despite its importance, many organisations lack the systems and processes to effectively manage an inbox full of large backlogs of email messages.<\/p>\n

Individual contact centre 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 \u2014 for the right results. Our email management software 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.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Make email part of the full experience<\/h2>\n

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 \u2014 including email.<\/p>\n

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Fully integrated email interactions<\/h3>\n

To deliver seamless experiences, you need to capture all customer interactions in one place. Genesys brings your customers\u2019 email communications into one system and interface in the same way it handles calls, chats, SMS text messages 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.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Smart email routing<\/h3>\n

Get email messages where they need to go, whether that\u2019s 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 solution, and route email to multiple queues when an email comes in for multiple recipients.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Better agent experience and efficiency<\/h3>\n

Route email to contact centre 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.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Email analytics and performance insights<\/h3>\n

The right contact centre email software delivers a unified approach \u2014 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 \u2014 backed by data.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section disable_element=”yes” flair=”%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column]

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Report: Generational dynamics and the experience economy<\/h3>\n

New research reveals changes driving customer and employee expectations<\/p>\n<\/div>

See the research<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>