Email Management

Manage Multiple Email Accounts, With Intelligent Distribution And Powerful Real-Time Analytics

DigiDesk's Email Channel

Emails managed through DigiDesk’s Agent Workplace benefit from intelligent distribution, real-time KPIs, advanced sentiment & textual analysis, and many more advanced features.

Analysis and 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.