It's vital you keep your market knowledge up to date segmented by Applications SME (Small and Medium Enterprises) & Large Enterprise, Product Types such as [, Telephony, Business Process as a Service (BPaaS), Email Response Management
, Web/Mobile Chat & Knowledge Management for Web and Mobile-Based Self-Service] and some major players in the industry.
Some areas of support automation should see higher adoption, with a good example being email response management
. TSIA benchmark data shows that for B2B companies, email incidents now cost almost twice as much as phone calls because of the multiple back-and-forth emails asking for more information and the subsequent time delays.
• eGain Mail[TM] for email response management
Current definitions of eServices vary but, in a contact center context, eServices suites generally include: email response management
, Web chat, collaborative Web browsing, SMS and multimodal communication, and a knowledge base for self-service.
The NWC contact center specifically includes capabilities for inbound and outbound customer interactions, email response management
KANA delivers the world's leading email response management
system, proven in hundreds of successful companies around the world.
Vantive Corp is building out its front-office and help desk solution by partnering with third parties for email response management
(Brightware); marketing automation (Annincio); real-time and one-to-one marketing (Rubric); enterprise performance management (Broadbase); and customer data analysis (E.piphany).
The Bahrain-based contact centre includes capabilities for inbound and outbound customer interactions, email response management
, IVR and customer management software.
RealDialog is used in a number of ways, including web self-service, contact center agent assist, email response management
, and employee/partner knowledge bases for product, service, company, and policy-related information.
KANA solutions for email and chat are the industry's leading choice for high-volume email response management
and real-time service, proven to support millions of customers and reduce response times by up to 50%.
"That's not going to have the same functionality as a robust email response management
An email response management
system is powerful tool; utilizing the data it holds allows you to enrich the customer experience and not only generate goodwill, but also increase the value of your customer base.