- High volume, inbound customer e-mail management
- Web forms processing
- Processing of other text-based inquiries
- Hierarchical, branching rules for detailed processing of free-form e-mail, structured forms and other media.
- Graphical rule-building and testing environment.
- Comprehensive tracking of new messages, continuous and split communication threads.
- Automated message processing includes: message assignment to individual agents or teams, categorization, prioritization, and annotation, template suggestion to agents, auto-acknowledgement, auto-response, external notification, and more.
- Modular architecture for a distributed system of rules that match the organizational structure.
- Full-featured, Web-based interface providing access to tools for reading, claiming and responding to messages in one or more queues.
- Communication history, internal notes, message status and priority available for each message.
- For agents set for push routing, the system will automatically send the next message, of all queues for which agent is responsible, to their desktop for response.
- Templates from a list of suggested replies or other libraries accessible for insertion into response.
- Ability to define customer data variables in response templates. As agent opens a suggested or other library templates, CRM-based customer data will automatically populate the template. If no data exists a default value will be inserted.
- Case management tools for agents to reassign or escalate inquiries, collaborate on responses, split message threads, search message archives.
- Notification link to messages allows message notification to be sent to system users' e-mailbox with a direct link to message in system (requires user to input id and password).
- Spellchecker with customizable dictionary to insure professional replies.
- Both push and pull message assignment methods configurable on the user level.
- MailTrack feature for employees beyond the call center to receive and respond to messages in their existing e-mail client, while maintaining full message tracking.
- Extensible architecture for integration with one or more already-implemented customer management systems.
- Queue status screens for customer support supervisors to monitor message queues and service level compliance.
- Configurable, time-based and load-based thresholds for personal and group e-mail queues.
- Ability to define detailed workflow for messages and queues that hit queue-specific thresholds. Automated actions can include pager notification and escalation or spillover to other queues. Additional rules-based processing can be performed on message to qualitatively define actions based on categories, mailbox, priority, etc. New option for round-robin assignment of overloaded queues based on agent skills.
- Filtering and bulk message management tools for supervisors to adjust queue-load based on message content, time in queue, sender, status, and more.
- Outbound mailing feature for the creation of mailing lists based on customer interest, sending of targeted mailings, and automated processing of replies.
- Built-in reporting tools for managers to generate reports on message traffic, system, agent and group performance, and customer inquiry trends.
- Real-time monitoring screens provide the most current information on agent activity and performance, as well as personal and skillgroup queue status.
- Distributed system of rules, where a central rules server transfers inquiries to a hierarchy of subsequent rules servers, for more detailed processing within large organizations and system scalability. Requires custom configuration and quotation.
- Roles-based user settings for administrative tasks-including rule, user, queue and library management-to be distributed within the various departments.
- Detailed user settings and mail-access permissions define, for each agent, the response method and access to queues and messages in the system.
- Bulk user management tools for the easy configuration, role definition and management of large numbers of system users.
- Auto-recovery system
- Web-based architecture, thin client
- Extensible rules system
- Modular, multi-instance deployment model
- Comprehensive logging system
- Diagnostics and error reporting
- Microsoft Windows NT Server 4.0 (with SP5 5 only)
- Windows 2000
Dual CPU, 1GB RAM, 10GB of HDD (Minimum recommended configuration for 200 concurrent agents)
- Supports throughput of 100,000 plus messages per day
- Maximum 3 CEM instances per server
- JRE 1.2.1
Note DB Server should be separate from application server
Dual CPU, 2GB RAM, 30GB of HDD (Minimum recommended configuration for 200 concurrent agents)
- Oracle 8i (8.1.5 and 8.1.6) with Oracle Thin JDBC Driver
- Microsoft SQL Server 7.0 (SP 1 and SP2 only) with BEA WebLogic jdbcKona/MSSQL Server Type 4 JDBC Driver 3.9.1
- Windows NT 4.0 and 2000
- Netscape Navigator: 4.72
- Internet Explorer: 5.01
- Netscape Navigator: 4.72
|Cisco Part Number||Description|
CEM Server Win2K
CEM Agent License