Using a Telephony Solution To Route Email vs an ERMS

Posted on 8/13/2012 by Scott Whitsitt in Best Practices ACD Routing

One of the more common questions we get from prospects has to do with using an existing telephony solution to route incoming email to agents, versus using an Email Response Management Software (ERMS) package like iService. This is a great question, and there are some big differences between routing and managing voice calls versus email. But, whether or not it makes sense to use a full ERMS often depends on several factors such as the number of messages you need to manage.

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Message Queue Features Update

Posted on 6/18/2012 by Scott Whitsitt in Best Practices Message Queue Send and Leave Open Roadmap

Release 5.12 includes some new enhancements to the message queue page, including a Send and Leave Open option. I thought this would be a good opportunity to review some of the different scenarios your agents' might encounter when responding to customer email, and how they can be handled within iService. But first, a quick overview of the new Message Queue features in release 5.12.

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iService Feedback Makes It Easy to Listen To Your Customers

Posted on 5/11/2012 by Landlord Administrator in forms Best Practices feedback

It's important to listen to your customers, and now iService feedback makes it easy to capture their input on your support process. This new enhancement leverages the power of iService forms, interaction properties, and stock responses with variables to create a simple but effective feedback process. This article provides an overview of the feedback process, and explains how to configure it within your iService tenant. It assumes you have basic understanding of iService features and functionality.

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iService batch Utility Simplifies Integration

Posted on 11/7/2011 by Landlord Administrator in iService Batch Utility Integration ERP System Import Best Practices

Most organizations have a wealth of information in various databases, such as billing or fulfillment systems. But those systems usually lack the ability to leverage that information for customer interaction purposes ... like executing targeted email marketing campaigns or sending past due collection notices via email. The iService batch utility makes it easy to integrate iService with your other operational support systems and leverage all of that information using the power and flexibility of the iService email management platform.

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