The optional eStarMail™ module offers comprehensive and seamless e-mail integration for the eStar 8.0 CMS solution. Sophisticated rule based handling and Smart Routing ensures that all incoming messages are properly interpreted and quickly routed to the best possible location for resolution. Comprehensive email technology solution handles all aspects and incidentals related to incoming and outgoing email messages.

Powerful email processing

• Supports any number of inbound and outbound mailboxes
• Handles freeform emails, formatted web transactions and call me now
• Message blocking and filtering cleans up incoming email; attachment blocking available
• Specify criteria for email processing; download all messages, a subset of messages or attachments
• Automatic acknowledgements are configurable by mailbox

Rule based handling

• Smart Routing directs email to the appropriate agent, agent skill group or automatically redirects to an alternate locale
• Prioritize incoming email based on key words and data elements
• Automatic reason determination and resolution
• Option to automatically resolve contact without agent intervention
• Intelligent reply handling can route consumer responses to priority replies queue or directly to agent

Integrated contact database

• Automatically identify existing profile; update profile with new data
• Maintain one clean database for all contacts
• Optional support for mailing lists, importing data and direct marketing campaigns
• Manage unsubscribe notifications, opt-in and opt-out requests and do not contact requests
• Send internal and external notifications for events, shipments and alerts

Superior design and technology

• Outbound email are processed through specified server; agents are not required to have an email system
• E-mail responses can be sent with agent’s id or general id
• Can support multiple contact centers, worldwide
• Sophisticated SPAM blocking and control
• Handles HTML rich content for inbound and outbound email
• Supports branding on outbound email
• Enables high volume fulfillment