Peerless management at every stage of email communication: from identification of email meaning to personalised response.

Email is firmly established as a mainstay of communication with 8 out of 10 UK consumers now using personal computers, 95% of which use email regularly. And, the importance of email has received a boost through mobile phones, with almost a fifth of consumers now emailing from their handsets. Consumers have embraced the immediacy and convenience of email, leading to the expectation that organisations will respond quickly and personally to their messages, regardless of the volume of email communication received.

numero Email Management enables large volumes of emails and email web forms to be managed responsively and effectively. With our Email Management solution you can professionally and personally respond to inbound enquiries at all times; drastically improving the customer experience by eliminating delays and improving the quality of the response.

Emails can either be responded to automatically, governed by business rules, or routed to a relevant agent for handling. The numero solution elicits relevant information from the back office systems and prepares an individual response for agent approval. The agent simply completes the final personalisation of the email (numero automatically inserts personal details such as brand styling, name, response and transition detail) and approves for transmission. All emails are checked for spelling mistakes and profanities as part of sophisticated quality assurance/audit processes that typically include sampling and supervisor checks.

numero Natural Language Processing (NLP) determines the sentiment of inbound emails along with the brand, customer details and enquiry category to which they relate. As a result, email enquiries are automatically allocated to the appropriate business workflow and routed to agents with relevant skills. Using sophisticated routing rules, numero can route emails to multi-skilled telephony agents during quieter periods to ensure queues are kept to a minimum and service levels maintained. And, the numero Email Management solution can manage complex company/brand relationships, so is ideal for contact centre and back office operations that handle multiple brands.

key features

• Includes predefined workflows for personalising email content
• Checks all messages for spelling mistakes and profanities
• Automates email classification for class-leading workflow allocation
• Provides comprehensive management information and reporting
• Applies relevant service levels to different companies, brands and email types
• Enables email dialogue to be routed to nominated agents for development
• Interprets inbound email messages through proprietary NLP technology
• Tracks customer queries through sophisticated customer/case rules
• Enables emails to be responded to individually and automatically
• Includes centralised, self-learning knowledge base
• Comprehensive audit and QA processes to ensure the highest possible outbound quality
• Handles different brands/companies from a single platform
• Automatically escalates issues to supervisors/managers when conditions are met