Quick answers from customer care centres
Nowadays, successful customer management is only guaranteed if knowledge about clients and their history with the company is available at the touch of a button. SER has further developed its DOXiS eMail Center especially for the requirements of customer care centres. Just like voicemails, letters and faxes, incoming emails are analysed in terms of content, assigned to the relevant document category and then forwarded to the relevant agent with a suitable suggested reply. If necessary, further processes are automatically triggered in the relevant systems. DOXiS eMail Center uses sophisticated methods to analyse the content of emails, to assign them to different document categories such as orders, complaints, enquiries etc. and extract the relevant data. Technologies that learn – learning by example – play a central role here.
Fields of application
DOXiS Response Management is an application that can be quickly adapted to new and sudden changes in requirements through consistent use of ‘learning’ technologies. In the overall context of a company’s communications with the outside world, DOXiS extends the automated processing of written communication to electronic mail in the Web environment. The SER solution can be used both in in-house call centres and by call centre service providers. The specialist use options are correspondingly diverse. Some examples in the sphere of email-based customer services:
- Shopping portals
- Information services
- Customer management
- Product support
- Marketing campaigns
- Special events
Highlights of DOXiS Response Management:
- Intelligent classification
- Automatic forwarding
- Automatic creation of suggested replies
- Customer-specific reports
- Multi-client capability
- Comprehensive monitoring functions
- Extensive scripting option (flexible integration capability)
- Full support for multi-channelling, including telephony
- Web service capability throughout
- Integrated mapping of all customer care processes together with back office (Business Process Management platform)
- Asynchronous exchange from client to server guarantees high performance