Oracle® Email Center is an email response management application that allows the service organizations to efficiently route, track, and respond to email inquiries. Contact centers conduct an increasing share of business through email, often receiving hundreds or thousands of messages from customers every day. Oracle Email Center enables them to effectively respond to this ever-increasing volume of emails by automatically identifying the intent of messages, routing them to appropriate agents, and helping those agents quickly create relevant responses. Oracle Email Center is a key component of the Oracle E-Business Service Suite, the integrated solution that drives profitable customer interactions.
Features and benefits
- Route Emails to the Right Agents
Automatically identify email intent based on linguistic properties, then route to agents best able to respond.
- Provide Automated Responses
Categorize email and fetch response documents matching identified keywords from the knowledge base repository.
- Leverage Knowledge Base
Leverage Marketing Encyclopedia System (MES) and Solution Management System to automate delivery of response documents and solution sets.
- Leverage Customer Information
Integrate with other Oracle CRM applications to access customer information, knowledge bases, and interaction history. Capture email activity to extend interaction history.