Do you use Genesys? See how ServiceJourney can elevate your CX to new levels!
Advanced Email
Customer Service centered email management solution that captures, triages, and automates large volumes of emails.
Leverage the power of the Generative AI and Human collaboration to process all emails with low effort on time.
Seamless CCaaS Integration
Eccentex Advanced email solution is easily embeddable into any omnichannel contact center desktop through standard iFrame. Front Office agents can use all capabilities of Eccentex email management without leaving their primary customer engagement application.
Learn more about how Eccentex Advanced Email solution enhancing the contact center agent productivity.
The Challenge
Email in customer service remains a popular support channel because it’s convenient, mobile-friendly and easily traceable.
However, in enterprise scale managing large volume of emails coming with certain challenges.
- Despite email being the preferred contact method for many customers, responses still need manual work and usually take 24 to 72 hours.
- Agents either spend a lot of time crafting personalized responses or simply provide generic answers that force customers to contact the company through more expensive channels.
- Supervisors are overwhelmed with manually triaging, re-assigning and re-prioritizing emails and manage escalations.
The Solution
- Eccentex HyperAutomation Cloud provides advanced email features that go beyond a simple ticketing or help desk system.
- ServiceJourney provides a Customer Service centered email management solution that enhance the contact center with email-to-case capabilities, content analysis, routing rules, SLAs, workflow, artificial intelligence and personalization.
Customizable solution that fit your service teams
Easily tailor ServiceJourney to support your customers’ needs and embed in your business processes. Configure distribution rules, set up priorities, match content with skills, leverage Generative AI to create personalized replies or set up auto-replies.
Use real-time sentiment and content analysis to better understand the customer context and automate repetitive tasks.
Generative AI support
Automatically translate email between languages
If you are working on an international basis and need to support customers on multiple languages, you can save time and effort by leveraging the automated translation of any incoming email from and to any language (including logo graphic languages and right to left writing)
Email Automation
Capture, analyze, assign and track every email
Automatically classify, prioritize and assign emails to the most suitable agents based on AI assisted sentiment and content analysis, detected languages or keyword found in the email body or customer segment. Support your customers with highly personalized responses through a contact center embeddable solution that supports millions of monthly emails along with unlimited inbound and outbound email channels.
Generative AI support
Understand and provide context at every level
Leverage Generative AI to auto create hyper-personalized responses and automatically attach knowledge articles either from the internal knowledge base or directly from trusted public sources based on a real-time context analysis. Auto populate customer data from your CRM, billing or BI system and leverage elastics search to find all information you need.
Case Management Integration
Go beyond simple ticketing
Thanks to Email-to-Case capabilities incoming emails can be automatically converted to one or more service requests that all comes with its own workflow automation and task management.
Features your customer service team will love
Everything you need to run your customer service department through email communication
Auto Assignment
Automatically delegate emails to agents based on condition rules, availability and priority.
Customer Context
Enrich the email view with real-time customer information and suggested responses.
Zero-Touch Rules
Determine when and how an email can be processed without an agent’s involvement.
SLA and Business Hours
Avoid SLA breaches with re-prioritization and proactive notifications.
Language & Brand Detection
Route and respond to emails consistently with the correct language and brand.
Analytics
Track all your key performance metrics. Identify areas of improvement and fix them.
Preferred Agent
Ensure a customer’s replies are handled by the same agent.
Integration
Further automate routing by connecting with other systems. Pull loyalty level, account number, more.
Extra Features for Genesys Users
Email Reassignment
Search across all captured emails and manually take ownership or reassign them to another queue.
Interaction Automation
Auto-answer emails, automatically set wrap-up codes and disconnect when agents are done.
Email Parking
Stop working on an email to handle a higher priority interaction or schedule a response for a later time.
Multiple Email Actions
Allow agents to reply, forward and more without auto-disconnecting on the first action.
Enterprise-grade email management
ServiceJourney is great for mid-sized and large organizations that need an end-to-end solution
that meets their unique needs.
High volume
When you need it, ServiceJourney is designed to scale. From thousands of agents to millions of emails, we have you covered.
Multi-lingual
ServiceJourney supports localized and internationalized email templates, interfaces, self-service portals, articles and more.
Multi-brand
Provide consistent service across different brands and product lines regardless if you have dedicated teams for each or a more complex cross-functional structure.
Contact-center ready
Route emails and screen-pop them along with real-time customer data right onto your contact center’s agent’s desktop. See an example with Genesys.
Resources
Taking advantage of the Genesys agent desktop
The customer service experience should be smooth and painless. Agents need to move through their work efficiently, with as few unnecessary interruptions as possible. Ideally, an agent should be able to solve the problem in front of them quickly and easily. That’s the...
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