Email Management

Assign, Route, Escalate, and Organize Inbound Emails

The volume of email received by companies today has caused an insidious problem that mostly goes unrecognized and untreated. The outcome for businesses is that email responsiveness over the past several years has gotten progressively worse.




The integrated email management functionality in our BoldCCM products remedies this problem quickly.

How it Works

Enterprises have become so used to the Outlook™ paradigm that they don't know what they're missing. BoldCCM's email management functionality works because it supports a collaborative approach to email management. Emails aren't just simple messages, they are pieces of work — sometimes complex work — that need to be managed to resolution.

It's the difference between forwarding an email and assigning it. It's the difference between responding to an email and taking ownership of the entire communication.




Organize & Assign
Subject/body routing directs emails into the correct workflow where they can be assigned, reassigned, escalated, and resolved.

Tools for Collaboration
Operator discussions enable behind the scenes cooperation and coaching which improve the efficacy of responses without creating more email traffic.

Increased Efficiency
Auto-responders answer many questions without the need for operator interaction. Canned messages put frequently used responses at the fingertips of support and sales staff.

Robust Reporting
Automatic time stamping enables the easy-to-use reporting interface to show email statistics such as average speed of answer and average time to close.

Communication Cohesion
Threading technology ties individual emails together and automatically reopens them when customers or prospects respond.

Integrated
Email management is performed from the same UI as chats and click-to-calls enabling maximum agent utilization.

Management Control
Restrict email actions with complete permission control. Dashboard gives supervisors and management an at a-glance view into each email folder including statistics like the number of unanswered mails and the longest outstanding.

What products include Email Management?

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