Email Management

Email is becoming the principal choice of communication. Offering enhanced email management is a primary goal for many companies. The DialTek solution manages and queues emails as if they were telephone calls. Real-time management, skill based email routing, prioritized queues; these features are at your disposal and integrated with your CTI infrastructure in order to provide advanced customer service to your customers. Over the years, email has become a key tool in the way we communicate with our clients and until recently these emails have been treated manually. Clients today expect the same treatment from emails that they would receive by making a telephone call; treating emails manually will not satisfy your clients. With DialTek, emails can be received and treated as if they were a telephone call. By analyzing pertinent key words in the email they can be distributed to proper departments. If an agent is available they will receive the email directly in their application, the agent has the proper tools to treat email, including a Q&A library which will optimize their response time and eliminate spelling errors. Emails are handled in a queue and managed by priorities in regard to the urgency of the email or specific key words. The email queues can be monitored by the agents and the supervisors as they do for inbound calls. All the production statistics are also available to track their email campaign performance just as in phone based campaigns. DialTek drastically reduces the time it takes to treat emails in order to guarantee superior service.