Talisma Email empowers companies to cost-effectively manage large volumes of customer email.

Customers get rapid, accurate, and consistent responses, increasing satisfaction. Email chains are threaded, giving agents a complete view of the entire customer history across channels, putting the current interaction in context. Each agent can build on the last interaction, truly forming a customer relationship, even if it’s their first contact with the customer

Automatic responses, frequently used sayings and optional knowledgebase integration ensure quality consistent interactions while improving agent productivity.

Empower agents with history and cross-application context. enabling them to present the company as a unified. informed organisation Agents can instantly see all previous contacts and relevant data from other data stores. Productivity increases, transfers and call-backs decline.

Customers interact with agents who can put all previous calls in context, building on previous interactions. Route calls to the proper agent automatically, putting the right agent in front of the caller the first time without transfers

Other benefits include:

• Offer clients a 24/7/365 method of communication
• Route emails to agents based on Web form content, language and keywords
• Manage client expectations with automatic acknowledgement emails
• Reply to client emails with ‘Quick Responses’ and optional knowledgebase articles, ensuring a rapid. consistent, branded and accurate response

Improve agent productivity

• Support multiple email conversations in multiple mailboxes
• Direct emails to the appropriate agent with intelligent routing rules
• Increase productivity with automatic categorisation suggested responses and managed escalations

Measure and optimise performance

• Meet Service Level Agreements effortlessly with real-time management dashboards, agent timers and extensive management reports
• Verify outbound email excellence with ‘Quality Control Outbox’, configurable to hold emails for supervisor review based on configurable criteria

Key Features:

Intelligent Rules and Routing

• Configurable assignment and routing rules based on Web form content, subject lines or email content
• Automatic response and categorisation engines
• Configurable transfer and escalation rules

Productivity Tools

• Threaded history across all interaction channels
• Knowledge management integration and ‘Quick Responses’
• Autocorrect. keyboard shortcuts, and spell check
• Merge fields for easy personalisation
• Agents can manage multiple emails on multiple timers
• Multilingual dictionaries

Manager Functionality

• Full timer and load-level dashboards
• Real-time, historical, and custom reporting on active emails, inboxes and response times
• Configurable – ‘Quality Control Outbox’ can hold selected emails for supervisor review
• Easy, point-and-click administration of agents, permissions and roles
• Automatically filter slang and obscenities

Audit Trails and Compliance

• Content and author information is time-stamped and stored
• Complete historical record improves customer interactions and regulator/ compliance
• Optional secure email portal