OMNIWorks® universal contact routing engine provides skills based routing of email and faxes (via email) to improve handling time by queuing and routing emails sent to specific groups or departments within your organization. The universal route engine is designed to route, track, respond and manage high volumes of customer email.
OMNIWorks can prioritize and route email and send automatic acknowledgements to assure customers their inquiries are being handled and set realistic expectations as to when a response should be expected. The automatic acknowledgement can be created for each of the email queues to ensure appropriate information is being provided for each of the email services offered by the organization.
Email integration allows contact center agents to respond to customers email inquiries with the same personalized care as conventional voice calls and gives managers the tools to effectively supervise this aspect of customer communications.
