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.

Email Accounts

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.

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.

We are always updating the email capabilities in Fenero Contact Center. Check out our blog frequently to learn more about new updates.