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Siebel eMail Response and Customer Communications

Email has become a popular channel through which customers communicate their needs to organizations. Siebel eMail Response prepares an agent to respond to a high volume of inbound email. It routes inbound emails to the most appropriate agent based on the same business logic available for routing other types of customer communications.

Agents can view their inbound email queues at a glance and then, for each message, they can view related customer, account, service request, and opportunity profiles, as well as any attachments. Templates are available for use in the solutions database to compose customized replies to inbound emails.


 Siebel Call Center User Guide 
 Published: 18 April 2003