E-mail Management Products
Even before the.com crash, there was a recognition that despite its omnipower, many companies had a need to supplement their ecommerce infrastructure with people, specifically the customer service focussed people found in call centres, and this required their Internet site be integrated into the call centre. There are a number of applications which all fall within the domain of integrating the Internet into the call centre, or contact centre as some would prefer to call it, with e-mail processing, encompassing the routing email to agent skillgroups depending upon the email address or identified subject matter as well as using CTI to ensure that agents are not receiving emails and phone calls at the same time, and collaborative browsing the most prevalent.


Consulting Projects Involving Internet integration into the Call Centre
Occidental Communications has undertaken projects involving the acquisition of email processing software for clients. For more details, see the Call Centre Consulting page.


International Product Directory
International Directory - E-mail Management Products including global distribution


ANZ Product Directory


eGain Mail from eGain, distributed by Premier Technologies
E-mail processing software that supports email skillgroups, a CTI interface to the PABX to allow contact blending and optional knowledge management


Talisma Mail from Talisma
Talisma Mail is no longer distributed in Australia.


Other Products with an E-Mail Processing Capability
The following other products also offer e-mail processing as an integral capability or option.



Solidus e-Care from Aastra (An IVR/CTI system)
An IVR/CTI system also offering management of the routing of e-mails to agents



Clarify from Amdocs (CRM software)
CRM software also offering e-mail processing



Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)
PC-based telephone system also offering management of the routing of e-mails to agents

Spectrum from Aspect Software, formerly named Concerto Software (ACD)
ACD also offering management of the routing of e-mails to agents



Application Enablement Services (formerly named Avaya Computer Telephony) from Avaya (CTI software)
CTI software also offering management of the routing of e-mails to agents

Avaya Interaction Center (formerly named Quintus) from Avaya (CTI software)
CTI software also offering management of the routing of e-mails to agents



Encompass from Cincom (CRM software)
CRM software also offering e-mail processing



Call Manager from Cisco (LAN-based telephone system)
LAN-based telephone system also offering management of the routing of e-mails to agents

Unified Contact Center (previously ICM and IPCC) from Cisco (CTI software)
CTI software also offering management of the routing of e-mails to agents



Commence RM from Commence Corporation, distributed by Advanced User Systems (CRM software)
CRM software also offering limited e-mail processing



Webforce from Cegedim Dendrite (CRM software)
CRM software also offering e-mail processing



eFrontOffice from Epicor (CRM software)
CRM software also offering e-mail processing



E.5 from Infor Global Solutions (CRM software)
CRM software also offering management of the routing of e-mails to agents



Genesys software suite from Genesys (CTI software)
CTI software also offering management of the routing of e-mails to agents



IT Service Management Center from Hewlett Packard (Help desk software)
Help desk software also offering e-mail processing



Interactive Intelligence CIC (PC-based telephone system)
PC-based telephone system also offering management of the routing of e-mails to agents



i2 Customer Relationship Management from i2 (CRM software)
CRM software also offering e-mail processing



Jade Call Agent from Jade Systems (CRM software)
CRM software also offering e-mail processing



JD Edwards EnterpriseOne (formerly J.D. Edwards 5 CRM) from Oracle (CRM software)
CRM software also offering e-mail processing



Magic eService from the Magic Group (Help desk software)
Help desk software also offering e-mail processing



Noble Solution Suite from Noble Systems (Predictive dialler)
Predictive dialler also offering management of the routing of e-mails to agents



Communications Server 1000 (formerly named Succession CSE 1000) from Avaya (LAN-based telephone system)
LAN-based telephone system also offering management of the routing of e-mails to agents



Siebel CRM Applications (formerly the Siebel software suite) and CRM 11i from Oracle (CRM software)
CRM software also offering e-mail processing



IPFX (formerly named Vision and before that Communiqué) from IP FX (formerly named Performance Solutions) (CTI software)
CTI software also offering management of the routing of e-mails to agents



Prospector from Prospector Customer Software Systems (CRM software)
CRM software also offering e-mail processing



Prosper CRM Suite from Prosper CRM Solutions (CRM software)
CRM software also offering e-mail processing



mySAP from SAP (CRM software)
CRM software also offering e-mail processing



StayinFront CRM from StayinFront (CRM software)
CRM software also offering e-mail processing



Quantum from Support Solutions Technologies (Help desk software)
Help desk software also offering e-mail processing



SuperQ from Talking Computers (CTI software)
CTI software also offering management of the routing of e-mails to agents



CTI Hub from Telemanagement (CTI software)
CTI software also offering management of the routing of e-mails to agents



UCB Qmaster (formerly named ContactCenter and before that Q-Master) from Zeacom (CTI software)
CTI software also offering management of the routing of e-mails to agents


Articles on Integrating the Internet into the Call Centre

Voice-Enabling Websites - No Quick Fix Business Communications Review [USA] October, 2000

Integrating Internet and Call Centre Xephon [UK] June 2002


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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