e-mail response management

e-mail response management

A set of applications for managing large amounts of e-mail from customers and prospects. Such systems distribute the messages to appropriate users and agents and keep track of their responses to ensure requests are answered. They also provide detailed metrics of message volume and response times.
References in periodicals archive ?
gave eAssist a "Positive" rating in its Research Note titled "MarketScope: E-Mail Response Management Systems, 1H04.
s recent "MarketScope: E-Mail Response Management Systems," research note.
Leading SRM Vendor's Second Hosted Application Provides Companies with High Volume E-Mail Response Management at Lower Cost
All phases of the campaign will receive personalized support from the E-Dialog e-mail response management team -- a team of highly trained 'dialog specialists' who are assisted by a sophisticated rules-driven system that can handle high-volume response.
KANA Response Honored for Outstanding Innovation in E-mail Response Management
KANA Software Inc (Nasdaq:KANAE), a provider of service resolution management (SRM) solutions, announced on Thursday (30 March) new versions of KANA Response and KANA Response Live, the company's eService solutions for e-mail response management, live chat and web collaboration.
which provides service resolution management solutions, has enhanced its e-mail response management application, KANA Response, which allows companies to manage and respond to all e-mail inquiries.
The software upgrade provides broader desktop client support through several new client interfaces, as well as the introduction of enhanced Web self-service and e-mail response management capabilities.
E-mail response management systems that can be automated or provide various options for customer service representatives (CSRs) to respond quickly to incoming requests.
The Cisco customer contact software platform combines intelligent contact management, Web collaboration, and e-mail response management with the strength of Cisco's IP telephony networking solutions.
Gartner's 2010 report is focused on Web Customer Services, evaluating the leading software providers on the following basis: knowledge base for self service, e-mail response management, web chat, collaborative browsing, virtual assistants, Short Message Service (SMS) and multimodal communication, multichannel interaction recording, multichannel analytics and multichannel feedback management.
KANA, a provider of service resolution management (SRM) solutions, has announced an updated version of KANA Response, the company's e-mail response management solution.