Email Center: Advanced email management features for Genesys Cloud
User-focused functionalities designed to increase productivity in email contact centers.
With Email Center, you’ll have a real-time email management application seamlessly integrated with your Genesys Cloud organization. It enables you to assign, transfer, close, reply to ended emails, download attachments, perform bulk actions, and much more. You will also have an agent widget that displays the most relevant information for each email being managed, including other related customer interactions.
Email Center: Advanced email management features for Genesys Cloud
User-focused functionalities designed to increase productivity in email contact centers.
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With Email Center, you’ll have a real-time email management application seamlessly integrated with your Genesys Cloud organization. It enables you to assign, transfer, close, reply to ended emails, download attachments, perform bulk actions, and much more. You will also have an agent widget that displays the most relevant information for each email being managed, including other related customer interactions.
Main features
Showcase of key email management features and their value to contact centers, not included or optimized in the standard version of Genesys Cloud.
Email Assignment
Manually assign emails to yourself, specific agents, or another queue for processing.
Streamlining email routing to specialized teams improves efficiency and reduces contact handling time.
Real-Time Updates
The application updates automatically, displaying new contacts, interactions, and assignments without requiring a manual refresh.
Reduces the risk of losing previous interactions before replying to an email. Prevents multiple agents from working on the same email simultaneously by mistake.
Custom Email Tagging
Add custom metadata to emails for task labeling, agent notes, business identification…
Track complex cases, ensuring similar issues are resolved faster in the future. Categorize emails by topic, resolution, or task to improve service quality. Tagging emails by company enables monitoring contact volume, analyzing interactions and service performance.
Attachment Preview
Preview documents and attached content without the need to download files, install additional software, or use browser extensions.
Significantly reduces email processing time for attachments. Minimizes software requirements for operator workstations.
Extended Search Fields
Expand search capabilities to include multiple email fields, such as the subject (case-insensitive) and email ID, for more precise results.
Enhances email retrieval efficiency, saving teams management time by providing two highly requested additional search options.
Data and Email History Visibility
Access the complete historical record of a customer’s email interactions and data while managing emails for better decision-making.
Enables agents to review past interactions and database information, ensuring the most well-documented response in the shortest time.
Date Range Filter
Filter and display emails within a specific date range using a custom date picker. Navigate between different dates with arrows or select predefined ranges of up to one year for easier access to past interactions.
Allows agents to quickly locate emails handled within a specific time frame, reducing search time and improving efficiency when managing customer inquiries.
Advanced Filter Search
Refine email searches using multiple filtering criteria, including source and destination email addresses, assigned agents, wrap-up codes, routing skills, external tags or conversation status.
Optimizes team efficiency by quickly locating specific email cases, reducing search time and improving case resolution speed.
Bulk Reply to Emails
Respond to multiple related emails simultaneously with a single action. Select queued conversations and send a unified response, applying wrap-up codes and predefined templates for faster processing.
Save time by creating and applying templates for key contact topics, ensuring quick and consistent responses.
Better Response Time
Faster email retrieval and processing compared to the standard version of the application, enhancing overall workflow efficiency.
Significant reduction in load times for opening and searching emails, enabling quicker responses and improving productivity.
Request free trial
Please fill out this form to request access to a license and start your 30-day free trial period. You can also contact us at this email address: emailmanager@qwi-ti.com