Oracle Email Center is a comprehensive e-mail response management system that helps manage high volumes of incoming messages. It minimizes response times by classifying incoming e-mails and routing them to qualified agents, and by automatically suggesting one or more responses. Email Center enables agents and managers to provide better service while increasing productivity.
Route Emails to the Right Agents Automatically identify email intent based on linguistic properties, then route to agents best able to respond.
Provide Automated Responses Categorize email and fetch response documents matching identified keywords from the knowledge base repository.
Leverage Knowledge Base Leverage Marketing Encyclopedia System (MES) and Solution Management System to automate delivery of response documents and solution sets.
Leverage Customer Information Integrate with other Oracle CRM applications to access customer information, knowledge bases, and interaction history. Capture email activity to extend interaction history.