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.

Core email response

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.

Message Interpretation
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.

Message processing
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.

Business Processing
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.- whether that activity is manual via SmartAgent work queues, or automated via SmartAgent workflow processing.

Web Forms

Web Forms is a logical extension to SmartAgent that allows the same investment in email processing and automation within SmartAgent to be re-used for customer self-service via the web. This approach allows the organisations to process the existing self service web forms enquiry as an email exchange through SmartAgent. The web form enquiries are handled through the same work flow as emails, call backs, etc.

White Mail

SmartAgent's White Mail gateway allows inbound scanned correspondence to be blended with other (non voice) customer communications. Once within SmartAgent, the document is allocated to the appropriate SmartAgent work queue where it is allocated, processed and otherwise managed as is any other work item within SmartAgent.

Though an external document scanner, documents are scanned and ocr’ed into SmartAgent. The document is then passed into SmartAgent through the white mail gateway and becomes another transaction type just like an email. SmartAgent processing treats the document through the same user interface and uses the same skills based routing and workflow as if SmartAgent was handling an email. A wide variety of outbound options are available.

FAX

SmartAgent has an interface to allow faxed documents to be injected into SmartAgent work queues from a 3^rd party fax management solution.

SMS

The SMS module has been designed to integrate inbound SMS messages into the SmartAgent hub. Through the SMS gateway, inbound SMS messages from a mobile telephone can be stored, interpreted and actioned in just the same way as an inbound email. The SMS text can invoke specific business rule processing.

Outbound

Many organisations wish to communicate with their prospects and clients through email marketing. SmartAgent is able to send bulk email messages to target groups with specific messages on products, sales promotions, etc. The recipient can respond to the message and SmartAgent can action the response. SmartAgent provides an XML driven interface that allows call-back actions to be created in bulk via SmartAgent which is typically used to resolve B2B business requirements or to initiate outbound telephony actions.