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Business Scenario for eMail Response

A call center agent works at a site where customer services are available in several languages. The agent must answer incoming phone calls, resolve existing service requests, and answer inbound eMail Response messages. Beginning with an open service request from the previous day, the agent uses the Send Email command to ask a coworker for information regarding a technical issue.

By default, the organization uses the standard Siebel email client for Send Email messages generated within Siebel Call Center, but the agent prefers to use Lotus Notes and typically opens that software before logging in to Siebel Call Center. Because the agent's user preferences in Siebel Call Center specify Lotus Notes as the default email client, the Send Email command does not display the standard Siebel email client window. Instead, when the agent uses the Send Email command, the agent must click the Lotus Notes icon in the task bar to display the Lotus email client window where a new message can be created.

The agent uses the address book to select the recipient, and then chooses a message template. The recipient works in a division of the organization that is located in a different country, where a different language is used for daily business. The agent sending the email is fluent in both the language used at the local call center and the language used at the recipient's call center. Because the agent frequently handles business in both languages, she has set her user preferences to give her access to email templates in both languages. The agent chooses an appropriate template in the recipient's language, then composes and sends the message.


 Siebel Call Center User Guide 
 Published: 18 April 2003