Cisco E-Mail Manager

E-Mail Manager is an application that manages high volumes of customer inquiries submitted to company email boxes or a Web site. E-Mail Manager accelerates the email response process by automatically directing messages to the correct agent or support team, categorizing and prioritizing messages, suggesting relevant response templates, and if desired, sending automated replies. E-Mail Manager also provides contact center agents with queue management, reporting, and outbound marketing tools.

When a customer sends an email message asking for help, the message is read from the POP3 server into the E-Mail Manager rules engine and then is placed in the appropriate skill group queue. E-Mail Manager sends a route request to the ICM Router and ICM routes the request to an available agent.