Livecom Email is a revolutionary email response management module, which routes and processes incoming email, web forms, faxes and letters in an intelligent way. This module is an integral part of the Livecom 6G Platform, the innovative communications platform designed specifically for multichannel customer interaction and customer handling.

Automate your service processes
Automated service processes are the key to an efficient working method in your contact center. Livecom Email makes full use of Livecom 6G CIM Platform to implement your service processes quickly and easily. By using special workflow settings you can preset business rules for routing. Your employees will be able to communicate consistently and efficiently with your customers. In addition, you can easily measure provided service by your customer community. This information will enable you to understand trends in customer experience of products and marketing campaigns

Improve the productivity
Manpower in contact centers costs often about half of the total costs. Livecom Email is especially designed to improve and increase the productivity of employees. This is achieved by using an extremely user-friendly interface. There’s no need to switch between screens with Livecom Email. Quick routing to the right employee at the right time is crucial for the productivity. With the workflow option you’ll be able to automatically route emails and monitors. The content of all messages are first analyzed, and the centralized multichannel knowledge base gives automatic suggestions.

Good and consistent answers to your employees
Forget the copying/pasting of texts from other software. Livecom Email offers the opportunity to request easily an answer from the centralized multichannel knowledge base. Often Livecom Email finds the vast majority of the questions itself and answers can be used with a few clicks within templates. New employees can quickly get answers by suggestions from the knowledge base and the more experienced staff can handle complex issues with their knowledge. An example: Livecom Email offers supervisors the opportunity to preset business rules that first scans the sent out email history on certain keywords. Thereafter, the filtered response messages are first transmitted to a specialist before they are sent to the customer. Livecom Email also contains the ability to use plug-ins with which email messages can be added to external systems such as Microsoft Outlook or Sales Force CRM.

Personal service
Give every customer the feeling that he or she is the most important customer. Through web forms you can establish workflow processes and gather valuable customer information so that your employees can respond personally and accurately. When your employees are answering email messages, they have access to the complete customer history. In addition, the Livecom X-Hub gives the possibility of integrated access to external databases. This information can also be used in business rules, for automatic email reply and complementing template suggestions. Or to offer better services like providing additional information to the employees, such as billing and sending information.

Easier for managers
Livecom Email in combination with Livecom Supervisor allows managers to monitoring customer accounts, departments, specific groups, interactions, messaging and knowledge base data in real-time. In addition, performance of employees and service levels can be maintained in real-time.
With the powerful tools for live monitoring and generate reporting, makes managing and optimizing the handling of customer contacts a lot easier. It can also track how many email messages per day per agent are processed and it could differentiate between queues and classes. With Livecom Reporting, specific reports could be generated based on specific Key performance Indicators.

Livecom 6G Email offers:

• Workflow processes to manage incoming email messages and preset web forms. The module includes Service Level Agreement triggers to route and monitor messages automatically
• An intelligent content recognition. You can add additional queries, and automatically send replies. Also, gives the module automatically suggestions to the staff.
• Livecom Email archives all messages automatically and offers the possibility to categorize messages.
• The module provides a complete view of customer data and interaction history from all channels, allowing that each employee is aware of all interactions.
• Access to the centralized multichannel knowledge base and allowing employees to search for detailed information. Employees can also enrich the knowledge base. Additions and improvements are passed on to supervisors of automatically contribute answers.
• Comprehensive reporting and real-time warnings for operational performance management.