Introducing Email Management
Email Management
Manage Multiple Email Accounts, With Intelligent Distribution
Manage Multiple Email Accounts, With Intelligent Distribution
Analysis & Insight
Choose from a range of real-time widgets to track the volume of emails, agent assignment and response times. Track sentiment scores, text analytics and key topics, across your email channel.
Real-Time KPIs
Monitor a range of Key Performance Indicators (KPIs), to include total emails, total assigned, total completed and performance against a defined SLA… all broken down by individual agent.
Agent Workplace
Our cloud contact centre solution enables agents to review email history, customer records, wider conversation history and any attributed notes. Email interactions can be tagged and marked as completed.
Intelligent Distribution
Different email accounts (sales, support etc) can be routed to specific teams and agents, with the highest skill setting. Agents can manage multiple email accounts and assign emails to different teams or agents.
Advanced Features
A range of auto responses and pre-prepared templates can be set up, with advanced options around branding and design. Agents can easily select auto replies for increased consistency and speed of response.
Audit Trail & Reports
A full audit trail of all customer emails and agent responses is available, with a full set of agent and performance reports. All reports can be viewed online, as PDF, as CSV and can be set up as scheduled reports.
Analysis & Insight
Choose from a range of real-time widgets to track the volume of emails, agent assignment and response times. Track sentiment scores, text analytics and key topics, across your email channel.
Real-Time KPIs
Monitor a range of Key Performance Indicators (KPIs), to include total emails, total assigned, total completed and performance against a defined SLA… all broken down by individual agent.
Agent Workplace
Our cloud contact centre solution enables agents to review email history, customer records, wider conversation history and any attributed notes. Email interactions can be tagged and marked as completed.
Intelligent Distribution
Different email accounts (sales, support etc) can be routed to specific teams and agents, with the highest skill setting. Agents can manage multiple email accounts and assign emails to different teams or agents.
Advanced Features
A range of auto responses and pre-prepared templates can be set up, with advanced options around branding and design. Agents can easily select auto replies for increased consistency and speed of response.
Audit Trail & Reports
A full audit trail of all customer emails and agent responses is available, with a full set of agent and performance reports. All reports can be viewed online, as PDF, as CSV and can be set up as scheduled reports.
Review Monitoring, Analysis & Engagement
Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.
Review Monitoring, Analysis & Engagement
Online Review Management forms part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our hosted contact centre. DigiDesk enables you to monitor and analyse reviews from a range of review sites, such as, Trustpilot. Track customer reviews in real-time, with advanced text analytics and sentiment analysis. Use powerful workflow to identify key reviews, assign to specific teams or agents and respond effectively through our Agent Workplace. Track individual agent response times and access a full audit trail of all customer reviews and agent replies.
The Latest News From DigiDesk
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.