e-mail response management

(redirected from email 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 ?
The first offerings, KANA Response Express and KANA Response Live Express, will leverage KANA's proven and award-winning email response management and Web collaboration technologies.
NASDAQ: KANAE), a leading provider of Service Resolution Management (SRM) solutions, today announced significant enhancements to its industry-leading email response management application, KANA Response.
Email Response Management, including auto-classify, auto-suggest and auto-respond capabilities.
KANA has proven to be the vendor of choice for companies that require high-volume email response management," said Marchai Bruchey, senior vice president of marketing and alliances at KANA.
But as the volume increases, companies find they must deploy email response management systems (ERMS) to ensure efficient and timely response.
Further extending the functionality of APAC's e-CRM solution, Cisco eMail Manager was chosen for inbound email response management.
com will also be using WebCenter as their email response management system for customer inquiries and for sales consultation.
Implementation can be accomplished with minimal configuration and maintenance over an existing email response management application for a company using Outlook or Notes.
Levine was CTO & product manager for a funded start-up that provided a web-based solution for content analysis and email response management.
E[acute accent]ATG is adding functionality to several of its service resolution management products, including ATG Advisor (for guided problem resolution), ATG Search, and ATG Communications Center (which manages inquiries and escalation from email, mobile devices, forms, chat and other channels, and was recently ranked the number one email response management application by Gartner).
AMC Multi-Channel Integration Suite(TM) (MCIS) is designed to help contact centers meet today's challenges by offering greater flexibility to integrate multiple channels of communication and provide access to enterprise data sources to enable enhanced functionality such as advanced routing and email response management.
com and the UK Countryside Agency, gem is using KANA Response, a leading email response management application, to handle ever increasing volumes of email - up to 500,000 emails from 22 countries every day - with unprecedented efficiency.