Email Queuing Desktop SMTP

Email Queuing provides full management and control of email traffic in a contact center environment. Emails can be queued and delivered to agents based on availability, workload and skill-set.
Calls are held by the Email queue on the Zeacom server and are delivered to agents only as they are ready to deal with them. Agents who are logged out, on a Break, or already dealing with calls , are not delivered emails until they become available. Once the email is delivered, if the agent takes too long to open the email, the Zeacom software pulls it back and puts it back into the queue mailbox ready to be delivered to the next available agent.
Your agents can be configured to handle as many concurrent queue emails as suits your situation.
All emails in these ‘queues’ are displayed in Agent Desktop as calls in a queue. Email queue ‘calls’ are displayed in exactly the same format as queued phone calls in Desktop. Once the agent opens the delivered email call Agent Desktop displays the agent as having answered the email. Agent Desktop continues to display the agent as being on the email call until the email is deleted or hung up. This provides further insurance against calls being lost and never dealt with.
Zeacom offers two options for Email Queuing:

• Email Queuing Exchange (for Microsoft Exchange only)
  
• Email Queuing Desktop SMTP (for Microsoft Exchange, GroupWise and Lotus Domino).

Business Drivers

• Zeacom is able to offer Microsoft and non Microsoft customers (e.g. Lotus) an easy to install and easy to use solution for Email Queuing.
  
• Platform independence is available.
  
• Agents handle email queue calls using only Desktop rather than having to switch between their Desktop and Email applications.
  
• Call delivery screen pops are standardized. I.e. an email call will pop Desktop just as a phone call does.
  
• Agents are provided with consistency of operation regardless of the call’s media type.
  
• Agents to not require a personal email account to handle email queue calls as all functionality is handled within Desktop. This will offer a significant benefit to customers who do not want to allocate personal email addresses to agents.

Features of Email Queuing - Desktop SMTP

• All the functionality of ZCC such as skills-based routing, reports, operating modes, etc. are available inside Email Queuing Desktop SMTP.
  
• Agents can manage all emails from email queues using Agent Desktop.
  
• Agents can compose new emails and choose whether to send the email from a queue or selected personal email account .
  
• Email Queuing Desktop SMTP offers a single administration interface for setting up agents for dedicated or blended delivery.
  
• Automatic archiving of queue emails.
  
• Agents’ replies to queue emails are included in the Contact Center analogy, and are tracked and reported in the same way as inbound emails.
  
• Automated text announcements set by a queue‘s mode.
  
• Detailed reporting of all aspects of the Email “call”.
  
• View emails currently awaiting delivery including sender information, how many emails are waiting, the longest wait time and more.
  
• Blending with all media types: Agents can be configured as dedicated email-only agents, or handle a wide variety of blended media types.
  
• Like all of Zeacom’s core modules, Email Queuing Desktop SMTP is controlled by a full set of Security permissions and restrictions set by the central administrator.
  
• A central repository of custom templates can be created by a system administrator. In addition agents can also create their own templates within Desktop.

Benefits of Email Queuing - Desktop SMTP

Email Queuing Desktop SMTP offers some unique benefits:


• Skills-based routing ensures that emails are directed to the agent best able to handle them, in the same way that calls are. This improves customer service and reduces handling time.
  
• Agents handle email queue calls entirely from Desktop rather than having to switch between applications.
  
• Agents choosing their personal email account as the “from” address enables them to direct the customer reply back to their personal email address rather than to a queue.
  
• Administrators can archive to any email system that their server can send an email to enabling them to keep additional copies of queue emails. They can choose to archive emails in the following states: when it arrives in the queue, when it is forwarded or when it is replied to. In addition to archiving options all conversations can be accessed by the Reports Media Viewer (included).
  
• Mode announcements offer the option to send an automatic message back to a caller as soon as their email arrives in a queue. This feature helps preserve customer satisfaction particularly if there is likely to be a delay in the caller receiving a reply, for instance - outside business hours.
  
• Email traffic can be reported on for contact center performance analysis. This allows supervisors and managers to apply standard contact center analysis to this media type.
  
• Delivery and blending options allow managers to customize how emails are delivered to best meet their particular environment.
  
• Customized security per agent allows an Administrator to manage the many different functions an agent can access, for example - the ability to send a new email, create personalized templates, pick up email calls from other agents etc.
  
• The use of standard templates guides agents in their replies, ensuring targeted responses that comply with the contact center’s communications standards.