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Cisco e-mail manager Version 4.0With the ability to rapidly access information, cull and buy goods and services [i]or[/i] part of to the other the Internet, e-customers are not willing to wait actual long for responses to their queries from online businesses. individual challenge facing e-businesses is dealing with increasing whirls of e-mail in a multimedia, interactive environment while trying to restore the time of generating (and increase the efficacy of) a rejoinder Cisco Systems, Inc.'s EMail Manager is a comprehensive, enterprise-class solution for managing high turns of customer inquiries submitted to a company mailbox or Web site. Based upon customizable business rules, it is designed to accelerate the reply process by directing messages to the right agent or support team, categorizing and prioritizing messages, suggesting relevant answer templates or sending automated replies. A browser-based interface provides agents with the productivity tools and knowledge resources for providing fast, accurate and personalized answers to customers. E-Mail Manager gives managers automated service horizontal management, real-time and historical reporting and magnitude management tools they need to make sure that service standards are met to gain valuable insight into customer wants and to generate new income opportunities. Version 4.0's enhancements include fresh flexible productivity and management tools and of recent origin platform support. Flexible productivity tools enable integration of E-Mail Manager with an existing customer relationship management (CRM) combination of parts to form a whole They are intended to provide a more personalized experience for the customer and increase horizontals of efficiency in the customer operation. Version 40 also features an API for consultant integrators to immediately begin integrating E-Mail Manager with various CRM combination of parts to form a wholes and other external data sources. fresh case management tools for agents to reassign or escalate inquiries are also featured. Management tools include configurable, time-based and load-based doorsills for personal and group email queue and provide the ability to define detailed workflow for messages and queue that hit queue-specific doorsills Automated actions can include pager notification and escalation or spillover to other queue Other of recent origin management features include additional rules-based processing that can be performed upon each message to qualitatively define actions based upon categories, mailbox, priority, etc. Realtime monitoring defences provide information on current agent activity and performance, including the average handling time of a message replication Based on a platform-independent, Webbased architecture, Cisco E-Mail Manager now supports orb of day Solaris, Windows 2000 and expanded support for version 40 of Windows NT No. 532 www.ccsmag.com/freeinfo For information and subscriptions: call TMCTM at 203-852-6800; or fax to 203-853-2845 or 203-838-4070 Copyright Technology Marketing Corporation Nov 2000 SINCE THE FIRST Army battalions turned through Fort Irwin in California's high Mojave waste in October 1981, the National Training Center (NTC) has helped lead a revolution in training that stock... 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