Develop a cost-effective strategy increase sales, and enhance your customer satisfaction with multi channel tools provided by Cisco Email & Web Interaction Manager. The Email Interaction Manager (EIM) empowers your customer service through routing intelligently and inbond emails, and web form inquiring to the best available agent in your contact center. The Web Interaction Manager (WIM) offers powerful web chat and collaboration features enabling you contact center agents to deliver immediate assistance to online customers. The majority of the WIM & EIM implementations in the middle east have been proudly deployed by IST.
The Cisco Email Interaction Manager (EIM) offers many powerful features such as:
- Intelligent Routing - of emails across the contact center agents based on criteria such as email address, content, subject, etc ...
- Response Templates - that can be used be agents to help in replying to customers while maintain corporate consistency through the agents replies
- Knowledge Base - offering a wealth of information on products, services, and others to help in responding to customer requests
- HTML Support - for all inbound and outbound emails
Also The Cisco Web Interaction Manager (WIM) offer features such as:
- Chat Support - Both single and multiple chat support
- Follow Me Browsing - Allowing the agent to guide the customer to a specific site address
- Form Filling - Giving the ability to the agent to assist the customer in filling out web forms
- Knowledge Base - offering a wealth of information on products, services, and others to help in responding to customer request
- White Boarding - allowing agents to collaborate with their customers
The Email Interaction Manager (EIM) and Web Interaction Manager (WIM) come in two flavors basic and enhanced, and is supported in Unified Contact Center Express, Enterprise, and Hosted deployments.
