How Pulse Email Management Solution transforms your business

Single Sign On

Manage user credentials with an external identity provider such as Active Directory to enable single sign-on experience for all users.

Features Access Control

Local administrators can configure role-based access control to features so that they can manage which users have access to which features.

Identity Provider

Ego provides identity provider capabilities without the need for utilising an external service such as Active Directory

Enquiry Access Control

Access control can be configured based upon users and groups; this ensures enquiries are only viewable or actionable by appropriate permissions

Enquiry Handling Audit

An audit trail of all user actions is automatically maintained enabling a detailed historical context for enquiries, cases and customers, this means issues occurring during enquiry handling (such as compliance, GDPR, quality, business process adherence) can be investigated

Customer Management

Administrators can maintain rules that ensure enquiries originating from the same customer are automatically allocated to the same customer record enabling agents to have context when handling an enquiry

Case Management

Administrators can maintain rules that automatically thread enquiries relating to the same topic so that agents have context when handling an enquiry

Sticky Cases

Administrators can ensure enquiries allocated to a specified case are routed to the same queue irrespective of their specific content.

Automated Answer Suggestions

Agents can increase productivity and quality with intelligent templates and suggested responses based upon the enquiry context.

Productivity and Collaboration

Agents can Pend or Hold enquiries for themselves or their colleagues. Additionally, they can also mark themselves as case owners so that subsequent enquiries are directed directly to them.

Escalation

Agents can escalate enquiries to Team Leaders Team Leaders can complete the enquiry or make notes and pass back to agent for final completion.

Manual Triage

Triage agents can manually triage enquiries into an appropriate category without the use of rules.

Automated Work Distribution

Administrators define work profiles so that tasks are automatically distributed to agents based upon priority and skill, improving productivity and adherence.
Work distribution can be configured so that:

• Only one agent can process an enquiry at the same time so that effort isn’t duplicated
• Enquiries from the same customer are allocated sequentially to the same agent
• Skills can include category (work type), language and brand

Knowledge Management

Content administrators can add content to the knowledge base which is relevant to brand, category and language so that knowledge articles are pre-fetched when handling enquiries.

Content administrators can also configure placeholders to indicate where brand custom parameters can be placed so that agent understanding, productivity and consistency are improved.

Content Management

Content administrators configure:

• And maintain content, so that customers receive a more consistent engagement experience
• An auto acknowledgement email template per brand so that the consumers of each brand have a consistent engagement experience
• A template enquiry response per brand, category and language so that each brand has a consistent engagement experience so that agent productivity is improved
• Standard paragraphs per brand, category and language so that each brand has a consistent engagement experience and agent productivity is improved
• Standard notes per brand, category and language so that agent productivity is improved
• Placeholders to indicate where extracted data, brand custom parameters can be placed so that agent productivity and accuracy is improved.
• Brand and Language are dependent upon the appropriate module

Extract Business Domain Data

Business domain data contained in customer enquiries can be automatically extracted and made available via the agent desktop. Additionally, this extracted data can be utilised in both manual responses and webhooks for integration purposes

Case Closing

Administrators can control whether cases are closed after their last open enquiry is closed so that a "one-and-done" model of operation can be supported

Auto Acknowledgements

Enquiries are automatically acknowledged so that customers have a reference for their enquiry. The frequency of acknowledgements can be controlled by category and / or case. Acknowledgements use the same language as the enquiry so that customers understand the response (in conjunction with multi-language option)

Acknowledgements are branded so that customers have a consistent experience (in conjunction with multi-company option)

Dashboards

Distribution of enquires across categories can be viewed so that supporting information enables enquiry distribution to be managed effectively.

Queries

Filterable queries provide views of operational data to support the day-to-day running of the contact centre.

Agent QA

Local administrators can assign a QA profile to an agent as one of 0%, 50% or 100% sampling so that any new or struggling agents are supported in handling enquiries and produce appropriate responses. Additionally, all outbound responses containing profanity will be directed to the quality assurance process queue.

Customer QA

Agents can mark a customer (or case) as always requiring quality assurance