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The use of Email Response Management System (ERMS) to respond to customer emails is on the "Main street," experiencing broad adoption. However, market-leading companies are now using their ERMS in innovative ways to manage business processes within and beyond the contact center. This paper describes six unusual ways in which a robust, next-generation ERMS can help create breakthrough business value by streamlining and automating processes and increasing productivity not just in the contact center, but throughout the organization. It also includes a checklist to help to select the right ERMS.

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Format:PDFSize:167 KB
Date:May 2006
Pages:9

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