Agent eMail is an integrated email routing, reply, and tracking application for Media Server. The agent interface runs on the Windows desktop. Built-in features let agents dispatch email quickly and efficiently, let your supervisors track email activity, and help ensure responsiveness your customers who use email.

BENEFITS

• Improves Customer Service - ensures efficient handling of inbound email messages
  
• Routes to the Right Agent Group- targets email to specific agent queues
  
• Instant Response - provides instant response via automated acknowledgement
  

FEATURES

• Blended with other contact channels – phone, chat, campaigns
• Queue-based architecture
• Push or pull email delivery
• Transfer to queues
• One-button handling – Escalation, spam tagging
• Accommodates HTML templates
• Saves attachments separately
• Automatically routes exchanges involving multiple email
  messages back to the same agent
• Transparent integration with existing POP3 server
• Integrated and bundled with TFB Log Reports
• Integrated with optional TFB ACD Reports

 

WHERE IT FITS
		Requires CTI Server?
		Requires Media Server?
		Requires IVR Ports and Shares them?
		Requires Reserved IVR Ports?
		Client Runs on Agent Desktop?
		Purchase Options
		Licensed By Port?
		Licensed By Seat?
		Unlimited Seat License?
		Single ACD License?