Quick to deploy, quick to deliver results	By focussing entirely on the efficient handling of customer exchanges, SmartAgent is incredibly simple to configure and use compared with other solutions such as full-blown CRM applications.
Accurate & predictable allocation of messages to work queues	Without accurate and automated categorisation of inbound messages it is impossible to contemplate any degree of automation. SmartAgent's automated categorisation of messages is based on the advanced natural language processing capabilities of our Mentarte NLP engine, which manages to combine superb accuracy with ease of use, simple and quick configuration and predictable results.
Powerful workflow routing and automation options	SmartAgent's queue-based architecture means that any queue can be handled by any combination of automatic and manual processing, with processing options ranging from a simple automated response through to a complex series of business operations on back-office computer systems.
Support for business processes	With SmartAgent it is simple to define the sequence of tasks, processes or responsibilities required to progress a particular category of message through to successful resolution; SmartAgent's simple to learn and use interface and thin-client architecture make it simple to involve everyone across the business who is needed to address a particular customer requirement.
Call-backs	SmartAgent is essentially a highly organised task management solution populated with actions from inbound customer communications; SmartAgent 'Call-backs' allow any individual across the business to generate new actions to be managed and resolved by SmartAgent via user defined forms. For example, telephone operators can raise a call-back in SmartAgent to trigger some activity required to resolve a customer enquiry.
Improved working practises	SmartAgent drives up operator efficiency and throughput by eliminating many of the less desirable working practises (such as cherry picking and forwarding) found within many contact centres. By introducing the telephony switch concept of 'on work' and 'off work' to all communication channels and feeding operators a continuous stream of only those actions which they should have the skills to resolve, overall throughput in general, and first-time resolution rates in particular, can be substantially improved.
Improved quality	The extensive use of standard response templates with dynamic, data driven content improves both efficiency and consistency by a substantial margin; the quality of responses is further enhanced through automated quality sampling with supervisor approvals and automated analyses of outgoing messages.
Improved throughput and operator efficiency	By using automated processing to handle and close some messages, the volume of messages requiring manual intervention can be reduced; where messages cannot be automatically handled messages can be automatically enriched with pertinent information fetched from back-office computer systems and with the ability to manually trigger automated workflows. Overall, message handling times can be slashed with a consequent improvement in service levels.
Multi-channel unified message handling	SmartAgent's large and user-extensible collection of gateways means that email, fax, web forms, SMS, white-mail and B2B transactions may all be integrated into a single response management solution. SmartAgent's main operator screens are uniquely easy to use and suited for purpose and are almost entirely channel agnostic, meaning that all electronic communications can be managed and processed by the same operators, using the same simple and efficient interface.
Management control of priorities	SmartAgent puts managers in control by empowering them with detailed information on operator productivity and the ability to control which agents are able to work on which queues; managers are able to manage dynamically queue sizes and SLA’s by controlling which operators work on which queues.