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- Powerful email routing and workflow processing
- Distribute workload effectively among multiple customer service or support representatives
- Flexible message routing criteria
- Robust email auto-processing features (auto-reply, forward copy, etc.)
- A library of standard responses to customer inquiries
- Develop a centralized knowledge store that can help representatives be more efficient and accurate with their email replies
- Create standard responses that enforce corporate standards and policies
- Automatic per-representative tracking of most-frequently-used standard responses
- Email standards and policy enforcement
- Add disclaimers and notices to email correspondence
- Review communications and enforce email policy compliance
- Use standard response library for improved consistency
- Automatic generation and tracking of service incidents
- Never lose track of a customer service or support inquiry
- Quick customer and ticket search facilities
- Private comments and draft capabilities for collaboration purposes
- Ticket moving and splitting features
- Excellent alternative to traditional employee monitoring
- Supervise and filter employee email communications
- Create a shared, managed email environment
- Foster collaboration and knowledge sharing
- Comprehensive reporting and analysis
- Enforce timely handling of all customer correspondence
- Support business intelligence with email flow analysis
- Report on email traffic levels to aid workload distribution plans
- Instant access to customer communications history
- Personalize the customer service experience
- Shared contact database with ownership feature
- An intuitive, familiar web-based interface
- Per-agent preferences for theme, signature placement, etc.
- Powerful HTML and plain-text message composition features
- Integrated spell-checking
- Zero-footprint, access-anywhere usability+
- Easy to use - manage your business, not your IT infrastructure!
- Robust security and administration features
- Support for NT account integration
- Flexible and customizable access control lists
- IP address restrictions for controlled access
- Mail backup, archiving, and purging facilities
- Integrated logging and alerting facilities
- Customized logging at various severity levels
- Integrated log viewer with filtering support
- Internal and external (email) alerting
- Integrated alert viewer
- An optional antivirus protection plug-in
- Best-of-class antivirus protection support by Kaspersky Labs
- Scans both inbound and outbound email correspondence
- Fast, reliable and scalable antivirus protection
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