EMail ManagEMEntProfessional cloud-based email, letter, fax, SMS and call distribution

www.4Com.de

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Professional email handlingIn customer service the handling of written requests like emails and letters is daily practice. The requirements for distributing and handling written requests are the same as for distributing and handling calls. For this, 4Com provides the 4Com Email Management, a cloud-based response solution. The user-friendly web interface in the 4Com design offers an ergonomic menu structure so that administrators have “short distances” as well as convenient functions to improve usability. These include: creating favorites, customizing tables, views and startup settings, an integrated message center, an online help and a dashboard. The user interface adapts to the relevant output medium, e.g. PC or smartphone (responsive design).

How 4Com Email Management worksThe 4Com Email Management allows the multi-site and efficient distribution of written requests like emails, SMS messages, faxes, letters, voice mails, workitems, Facebook and Twitter posts as well as live chats and WhatsApp chats. Each channel can be contracted separately. The requests are routed according to different criteria, qualified according to contents and distributed according to skills. Handling times and contact reasons are captured. You will receive an overview of the users workload and their productivity across channels.

The contact handling is carried out in the 4Com Professional Client. By using text modules the responses can be created efficiently and relevant information in the master data can be considered e.g. for salutations. Furthermore the Client provides a multichannel contact history for tracking. Tip: The 4Com Email Client is automatically connected with the 4Com Customer Feedback. That way, automatic customer surveys via email can be performed directly after an email service contact.

Data storageAfter email handling is completed the servic employee stores the email in a dedicated approved file server, e.g. Microsoft® Exchange Server. The legally admissible email archiving

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BEnEfitS Of tHE 4Com EMail ManagEMEnt

Distribution, classification and response Distribute, classify and handle messages in written form automatically and multi-site. Handling times and contact reasons are captured.

More than just email distribution Distribute besides emails also SMS, faxes, letters, voice mails, third party workitems, Facebook posts and Tweets, live chat and WhatsApp chats.

Classification and response modules The solution enables the optimized handling of emails by a rule-based classification and matching response modules. Training times and quantities are low.

Expansion by call function possible To handle even calls smoothly you can expand the solution by call function and use a fully integrated multichannel solution.

Cloud-based The email response solution by 4Com can be deployed without hardware installation. Accounting is done via the pay-per-use principle.

Easy to operate The solution is very easy to use and to configure. For the handling of the distributed emails you can use the fully integrated 4Com Email Client.

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is your responsibility. You can simply integrate third-party systems for workflow management and data storing.

Permissions and multi-client capabilityWe provide a master login for your independent configuration. Further accounts with graduated permissions for coaches or team leaders are available as well. To protect your accounts you can specify your own password policy. If the solution should be used for several projects or customers you can handle independent divisions via the multi-client capability.

also fax, letter, SMS messages, voice mails & jobsMessages like faxes, SMS, letters and voice mails are handled analogous to emails: They are converted into a digital file format (PDF, WAV, MP3, TIFF); paper documents are scanned, converted via OCR and stored in a FTP directory. The messages are picked up from a server or FTP directory by the system in individual intervals. 4Com provides the gateway and technology for the channels, apart from the scanner. Posts and tweets will be delivered as link via email and answered directly in Facebook/Twitter.

Processing workitemsThe system also supports distribution processes from external software applications or web service applications, such as SAP or Salesforce. These external workitems are distributed automatically to the employee. Handling times and contact reasons are captured. The processing is carried out in the original system.

Call handling (aCD)Besides non-voice communication calls can be distributed and handled also. Leverage a fully integrated solution for handling all communication channels and improving the workload of your employees. Up to the current volume you handle calls or emails. Incoming calls can be prioritized for distribution and can interrupt non-voice handling.

Delivery and handlingFor your customized configuration highly flexible settings are available. For example: Configure fixed or dynamic queues and specify service level and waiting times. Flexible routing and classification options, customized text modules, follow-ups and interim replies improve efficiency. Wrap-up times can be fixed or extended at request. Contacts can be picked or transmitted to other users. By means of monitor warnings, wallboard and online-monitoring you are on top of things.

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Besides emails also other communication channels can be considered for the efficient distribution. Every channel can be contracted separately.

Professional Client

Contact receipt and handling is carried out in the Profes-sional Client. Features like master data (CTI), multichannel contact history, text modules and directory are available. The user can set follow-ups and send interim replies at request. The Client can be customized and is available in several lan-guages. The Client is optionally available, the email process-ing can be carried out in any other client system (Outlook®, Lotus Notes®).

text modulesThe system provides appropriate text modules for the consistent and rapid email handling. You can easily create and manage them. The selection of useful text modules can be limited due to linkage to skills or groups. Optionally, an automatic suggestion can be done by the classification. The users can insert the selected text module by drag-and-drop.

In the fully integrated 4Com Client the entire multichannel contact history including calls, emails, SMS messages, faxes, letters, workitems, social media posts, WhatsApp chats and live chats is available. Individual text modules help answering these contacts.

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routing optionsYou can distribute your emails by means of different flexible routing options. Every routing is shown clearly in the routing plan. For routing you can use different criteria like:

MOnitOring anD EValUatiOn

All key figures are clearly displayed in the Online Monitor. You can hide less-relevant key figures/groups. Different views (detail, alternative, quick view), as well as filter and sort criteria provide your with an individual overview.

The email distribution is clearly displayed in the routing plan and can be changed easily by one click.

• Longest Idle• Percent• Time of day/business hours• Preferred Agent/Group• Last Agent/Group• Graduated user

prioritization per group• VIP labeling

• Header/Content• Junk• Classification• HTTP request• Customized routing

options like changing priority in real time

Online monitor & user wallboardThe Online Monitor provides current information and key data about the groups and email entrances. Key figures like service level and availability are highlighted by warning functions.

For a better inhouse representation of vital information, the wallboard for the display on large monitors is available.

Standard reports for billing or other purposes are available online. By using report subscriptions you are always up-to-date.

CockpitThe 4Com Cockpit as the report center allows the professional compilation and analysis of reports. Besides the reporting and graphic generator detailed Business Intelligence functions like drill down or associative data search are available. For the daily intraday control you can create individual coaching and wallboards views.

Classification For improved contact handling deploy the automatic classification. It enables to assign non-voice contacts to particular groups or user skills according to individual filters. For indexing, you can run a search for self-selected terms or regular expressions in the email‘s subject line and body text. Different languages may be taken into account. The concurrent combination of several criteria as well as the multilevel classification is possible. Filter criteria and filter terms, e.g. the customer ID, can be highlighted in color and can be copied to the clipboard of the user‘s PC. Messages are

routed according to the classification in the defined mailbox inputs/outputs and assigned on-site to the responsible groups for handling. Customized text modules may be suggested by the system. The handling times and other key data are recorded separately.

Tip: The reporting type “classification” informs you about what classification module is used how often and what email entrance was taken for handling.

aDDitiOnal OPtiOnS

The classificator offers many possibilities of rule-based email dis-tribution to the users.

The 4Com Cockpit as the report center allows the professional com-pilation and analysis of reports.

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Screen recording & monitoringRecording and monitoring of the user’s activities on the PC screen is possible e.g. for quality assurance or training purposes. You can specify the recording upon request: the entire screen, particular screen areas or selected applications. Recording and monitoring can be started automatically or manually. All recordings are available via FTP or download for 28 days.

Evaluation toolIn the 4Com evaluation tool, recordings can be played back, commented and evaluated via online forms. For tutorials and trainings different evaluation areas with graduated permissions for users are available. Links to external web pages (like e-learning systems) can be integrated.

integration with other 4Com solutionsThe Email Management is part of the 4Com Suite:

gEnEral COnDitiOnS

Security The 4Com Email Management systems are located air-conditioned, fitted with exterior protection, secured with an emergency power supply and password protected within the central networks of our partner carriers or - rather on-site - in the contact center. Every single system operates self-sufficiently. Check routines ensure an extremely high level of availability.

Encryption and data protection Access to the administration and report-ing websites as well as data import

and export is password-protected with 128-bit SSL encryption. The communica-tion of the 4Com Professional Client is encrypted with 2048-bit RC4. 4Com ensures data protection according the “4Com Privacy Policy with Data Security Policy for Principals “ and signs the ap-propriate statements on request.

Support and maintenance The monthly base fee comprises comprehensive software and hardware maintenance of the 4Com Multichannel ACD. You are provided with a 24 hour hotline for reporting malfunctions with a defined reaction time of 30 minutes. Set-

up support enquiries can be made free-of-charge during normal office hours.

Capacity 4Com provides sufficient capacity for each customer according to the cus-tomer‘s instructions, (the number of subscribed users is at the customer‘s discretion).

Updates The 4Com Email Management is being continuously developed. Several times per year customers will automatically receive updates with new functions. Any functions requiring payment are optional.

Via the 4Com Customer Feedback you automatically perform an online customer survey after an non-voice contact. For this purpose, the 4Com system automatically sends a notification with a link to the online survey to the customer some time after the contact. That way, you determine the quality of your services on the contact center, group and user level in a timely manner.

The 4Com Workforce Management enables staff planning and forecast by comparing historical and current data. Alternatively there are further interfaces to other popular providers.

4Com Joint administrationWe service our customers in any case – this is part of our “joint administration-concept”. A specific 4Com solution architect is your direct contact for all issues. You can call and email your direct contact or you communicate via WebRTC. Tip: Use this browser function for your own customer service as well!

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www.4Com.de

4Com GmbH & Co. KGHamburger Allee 2330161 HannoverGermanysolutions@4Com.deFon +49 (0) 511 300 399 - 09Fax +49 (0) 511 300 399 - 99

As an innovation-driven company 4Com designs all-in-one solutions to optimize ser-vice contacts. We commit ourselves completely to our customer needs since 1994. The web-based modular designed and multi-site solutions are available via the cloud, or on-premise via the private cloud. Our customers leverage the pay-per-use-principle without investment risks. Maintenance, support and regularly updates are included in the monthly basic fee.

The technical implementation of workfl ows and processes is committed complete-ly to our customer needs. As we are focused on technology, our highly specialized software engineers and developers perform and design customizations in due time.

Furthermore we focus on user-friendly and optimized web interfaces. Our customers may confi gure and modify the settings in order to meet new challenges in a timely manner. As part of our “joint administration-concept” our solution architects are the direct contact for all issues - such as change requests, queries or adjustments.

CrEating SErViCE EXCEllEnCE 4Com SUitE

•Multichannel ACD

•Outbound Manager

•Email Management

•Service Numbers

•Cockpit

•Screen & Call Recording

•Customer Feedback

•Workforce Management

•Messenger

•Self Services

•Multimedia Wallboard

•Co-Browsing

•Social-Media Integration

•Customer Data Manager

•IVR

•Corporate Call Assistant

•Audio Production

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