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Connect

Omnichannel Cloud Contact Center 

Email Management

Feature Brief

EMAIL REMAINS A PREFERRED CUSTOMER INTERACTION CHANNEL

Effective email communications and response times are an important part of today’s omnichannel customer experience. While the rise of mobile and social platforms have added to the multi-channel mix, email continues to be a preferred customer interaction choice for customers and one that must be responded to in a timely manner. Email is also one the best channels to support certain interactions for companies, including customer confirmations and dedicated support. As a result, companies need to manage and process customer emails as efficiently as possible, using agents in the most productive way.

Leap Connect provides all the agent tools, routing, and reporting capabilities needed to manage email interactions in your contact center. By supporting email management as part of an omnichannel contact center solution, Connect enables companies to leverage centralized reporting and analytics across all customer touch points, increasing agent efficiency and providing a connected, consistent experience
for customers.

Dynamically Manage Email During Low Call Volumes

Contact center managers have the option to engage agents for customer emails in real-time, when volumes in other channels, such as voice, may be down.

Smart Contact Logging

Leap Connect enables and automates smart contact logging based on knowledge based inquiries and email context.

Email Support for Case Management

Leap Connect provides email support for case management, including contact logging, case reasoning, and interaction history.

Dynamic PDF Generation

Leap Connect enables the Dynamic generation of a PDF file with merge fields, which can be quickly added to emails as an attachment by the agent, or automatically sent via an outbound email.

Process Intake and Fulfillment

Leap Connect enables contact centers to manage business process intake and fulfillment requests from emails. Agents also have the option to move across channels to handle interactions, resolve issues, and complete processes.

Multi-Contact Handling

With Leap Connect, contact center managers can proactively manage email interactions, using the same agents, if needed—all within the universal omnichannnel agent desktop.

Knowledge Base with Easy Search and Suggested Text

Agents that manage email interactions have easy access to knowledge bases with the ability to search for inbound email answers with a single click.

SUPPORT FOR INDUSTRY STANDARD EMAIL PROTOCOLS

SMTP

POP3

IMAP

KEY FEATURES

Email Encryption

Uses Intelligent Omnichannel Routing

Centralized Reporting & Analytics

Use Pre-Defined Templates

Send Attachments