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NobelBiz OMNI+ integrates an advanced contact center email management software within its omnichannel ecosystem, creating unprecedented flexibility and a clean and efficient email workflow.
The purpose of email management is to give the possibility to handle an email as if it was a call. From automated filtering options and intelligent routing capabilities to priority lists and automated responses via email templates, NobelBiz OMNI+ takes email handling to the next level.
Email in Omni+ is truly an efficient, beneficial experience: Agents can initiate or respond to an email from the same interface, even for customers who are actively engaged with them on another channel.
Imagine a world where a customer requests an email with details and can receive it during the same conversation with the same agent, all while getting a personalized experience on another channel. Then take this train of thought to another level and envision a world where all these interactions are linked and easily traceable with just a few clicks—all in one place.
When an email comes in, the system automatically routes it, taking into account a wide range of variables (agents’ skills set, email address priority, subject, etc.), prioritizing and assigning it accordingly. Of course, this is only possible with solutions that have an integrated email system.
The email notification displays the client’s information, interaction history, and communication options. If the client has an emergency, the agent can start a telephone conversation immediately with just a click of a button.
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