E-mail Management Products, Occidental Communications

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.

ANZ Product Directory
Australia and New Zealand Directory - E-mail Processing Products including local contact details and local distributors.

International Directory - E-mail Processing Products

Akio Mail Center from Akio-Software
E-mail processing software which supports a CTI interface to allow contact blending and optional knowledge management

Maple from Avhan
E-mail processing software which supports a CTI interface to allow contact blending

Email:Contact from Balisoft
Balisoft Technologies, formerly of Toronto, Ont, Canada, was acquired by Servicesoft in 1999. Servicesoft renamed itself Servicesoft Technologies and is no longer in business.

Email Assistance from Briteware
Company renamed Firepond, product subsequently discontinued

NetAgent EMAIL from Concerto Software
Product discontinued

The EchoMail Product Suite from EchoMail
E-mail processing software

eGain Mail from eGain
E-mail processing software which supports a CTI interface (by incorporating Syntellect's CT Connect) to allow contact blending and optional knowledge management

Email Management from Eptica
E-mail processing software which supports optional knowledge management

Email Assistance from Firepond
Product discontinued

Kana Response from Kana
E-mail processing software

Livecare MailCentre from Icona
E-mail processing software which supports a CTI interface to allow contact blending

Intracall from Incas
E-mail processing software which supports a CTI interface to allow contact blending

Timpani Email from LivePerson
E-mail processing software

XM-MailMinder from living-e
E-mail processing software which supports a CTI interface to allow contact blending and optional knowledge management

NetKeeper HD Mail from Multima
The product was transformed into a help desk product.

EIM from Netinfinium
E-mail processing software with optional artificial engine for response prompting

ERA (EMail-Response-Application) from pilodata GmbH
E-mail processing software which supports a CTI interface to allow contact blending

Email:Contact from Servicesoft Technologies
Servicesoft Technologies, formerly of Natick, Mass USA, is no longer in business.

CIMWeb from Softgen International
Softgen International, formerly of Dallas, Tex, USA, is no longer in business.

Talisma Mail from Talisma
E-mail processing software which supports a CTI interface (by incorporating Syntellect's CT Connect) to allow contact blending and optional knowledge management

MailStudio from 3R Soft Inc.
3R Soft, formerly of San Jose, Calif USA, is no longer in business.

KEWi from 3Si
The KEWi product no longer supports collaborative browsing.

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 products 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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