KICKCALL e-mail has a flexible and scalable design that allows
a company to deploy modifications quickly and easily as business
processes change. Our e-mail management system provides an English
language-based interface for business managers to create business
rules to manage customer interactions efficiently.
We can manage hundreds of users, and hundreds of thousands of
business processes and interactions simultaneously and can support
full multi-threading and load balancing, and allows a company
to send over 1.5 million e-mails per hour.
KICKCALL e-mail Response Management is used to manage responses
for all incoming e-mail and Web-based messages. Our Call Center
Agents have a full set of powerful features available to deliver
personal, consistent, and accurate responses, such as: |
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| Multi
Channel Ticket Management |
We monitor all incoming messages,
including customer inquiries or requests, and assign a
unique ticket number for tracking and reporting. |
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| Ticket
Routing |
Tickets are analyzed, sorted,
and routed to ticket boxes based on powerful and flexible
routing rules. Routing rules can be applied to each ticket
box.
Routing rules examine message content, delivery properties,
and customer characteristics. Pre-defined routing rules
can include a combination of routing by: customer, ticket
type, keyword, priority, forward, least-busy, sequential,
customizable response templates. |
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| Ticket
Management |
Call Center Agents can manage
the entire workflow from ticket receipt through routing,
content analysis, consultation, and response. |
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| Auto-Response
|
Online service agents can
define personalized auto-acknowledgements and auto-responses
for incoming tickets using the KICKCALL e-mail business
rules engine and Template Manager.
Automatic acknowledgements and responses can be specified
based on sophisticated, easy-to-create rules. |
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| FAQ
Database |
Kickcall uses a dynamic FAQ database to manage a repository
of information available to an organization's customers.
Reps can increase their productivity using FAQ database
articles to quickly and consistently respond to customer
inquiries.
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| Reports
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KICKCALL e-mail includes
over 20 pre-defined reports for measuring how well a company
is meeting its customer-centric performance goals, including
Customer Service Summary Report, Customer History Report,
Customer Service Agent Performance Report, and Category
/ Trend Report. It also allows an organization to easily
create and register custom reports.
Data can also be exported to several formats for further
analysis including: Microsoft Word, Microsoft Excel, comma-delimited,
and tab-delimited files. |
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| Flexible
Security Model |
Administrators have the power to define unique roles
that restrict access to business objects and processes
to groups or individuals.
With the ability to grant or deny access to create,
view, modify, update, or delete objects including customer
records, reports, business rules, campaigns, customer
tickets, and templates, KICKCALL e-mail security can
easily and accurately reflect an existing business model.
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