Fenero Contact Center integrates inbound email routing support transparently within its ecosystem. Users can setup email accounts to monitor for all incoming mail and route each new interaction to the next available agent.
Within Fenero Contact Center, you can specify an unlimited number of email accounts to monitor for incoming mail. All popular email services are supported, included Microsoft Exchange, Hotmail, Gmail, Yahoo, and others.
Inbound Email Queues
During a configurable interval, Fenero Contact Center automatically checks all monitored email accounts for new mail and downloads them into an email queue. Once an email has arrived in a queue, it is routed to the next available agent in the same manner as a phone call.
Search Email Contact History
Fenero Contact Center tracks every incoming email as well as correspondences between agents and contacts. Its email history search feature allows you to view the details of all incoming messages and any responses made by your agents.
Email Detail Reports
Standard contact center metrics, such as average handle time, email response time, and average speed of answer are all available with the email detail reports available within Fenero Contact Center’s reporting application.