Integrate and Streamline Your Customer Interaction Processes
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.
Oracle E-Business Suite Learning Subscription.
Key Features
- 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.