Expertflow

Email, SMS and WWW chat

A contact center often handles customer interaction through other channels than voice. Most frequently, these additional channels are Email, WWW chat, IM chat and SMS. Expertflow provides turn-key contact center solutions that include all these channels in full media-blending mode.

Email and SMS

EIM/ WIM enable the contact center, helpdesk, and customer service team to intelligently and efficiently route and process inbound e-mails and web form inquiries from customers, employees, and other users.

Note that these are only two additional Media that are added to UCCE. Expertflow could add any other Media (SMS, trouble tickets, left and recorded messages from customers, using an optional MediaRouting Module which are not described in this chapter.

Unified E-Mail Interaction Manager increases agent productivity through:

• A powerful yet intuitive user interface
• An easily accessible suite of tools that enable quick, consistent responses, including:
  • Suggested responses
  • A knowledge base
  • Customer history
  • Full HTML support for both inbound and outbound communications and the ability to attach larger files for e-mail collaboration

Matching the best available agent and relevant response with each e-mail request is critical for improving contact center productivity. The interaction manager is a powerful visual workflow designer deployed by Expertflow that enables quick creation of e-mail handling process. Based on a message's contents, it can send an automatic response from the knowledgebase or suggest responses to the agent.

Unified E-mail Interaction Manager also provides:

• Consistent, high-quality responses
• Value-based, personalized service
• Robust reports for analyzing and managing operations
• Reliable, available, and scalable service

Expertflow will deploy one workflow that allows the system to model the business processes of a customer service department. For the client, the customer/s will send an email on company’s specified email address for customer support. The EIM will pop the email from exchange server (or any other mail server being used in the company). Depending on routing algorithm defined, it will direct the mail to an available agent or hold it in queue if none available.

WIM (Web Interaction Manager)

Using WIM, WWW pages can be shared with the customer that comes onto the bank’s WWW site and wishes further information via Chat. The agent can chat and pro-actively push and exchange WWW-pages with the customer:

SMS

Whereas Email and chat are used mainly as interaction channels in their own right, SMS is frequently used as a complement to a voice discussion. Examples r to confirm or replace information that was exchanged during

The Expertflow SMS server is an SMS and e-mail messaging framework to allow companies to send, receive and process SMS and e-mail messages.

An SMS server that is integrated with the customer care platform allows the voice and email channels to be complemented by SMS information. For example, at the end of a call, an agent can send relevant information to the caller, concerning the interaction that just took place.

	+		=
SMS Messaging Server + Custom Script		SMPP Subscription (through external provider)		Custom SMS Project (High vol.)

The framework is designed support any scenario where low- and high volume SMS and e-mail messaging is required:

• Send and receive SMS messages - Low-volume (GSM/GPRS modem) and high volume (SMPP or HTTP)
• Send and receive mail messages - Support for SMTP and POP3
• Process incoming SMS and e-mail messages - fire custom scripts upon message receive