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 ?
KANA Response OnDemand for high-volume e-mail response management and case 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.
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.
The enhancements are said to provide 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 with improvements to the e-FAQ knowledge management system.
Answer for e-mail response management -- an automated response management system that determines the intent of incoming e-mail messages and composes personalized answers that can be automatically dispatched to customers or routed to service agents for a single-click review;
WebCenter also offers an e-mail response management module, which either responds automatically to e-mail from customers or routes the message to the most appropriate agent.
The recommendations encompass knowledge bases for self-service, e-mail response management, web cast, collaborative browsing, virtual assistants, SMS and multimodal communication and interaction recording.
The new voice and e-mail solution provides voice functionality fully integrated with e-mail response management capabilities.