Engage Customers, Answer Questions, Resolve Issues

Email Management ensures quality communication, such as chat, and timely resolution of customer inquiries. Email Management is integrated with the self-learning knowledge base and across customer interaction channels as well as optimized for today's smartphones and mobile web devices. Start transforming your disruptive email volumes into rich interaction opportunities.

Email Management Benefits

Business Challenges

  • Email is trapped in a silo preventing cross channel communications and escalation
  • Customers are frustrated by slow email response time
  • Email auto-response answers are not used or are poorly deployed
  • Customers are not directed to relevant web content with email responses
  • Email response is not optimized for the mobile web and smartphones


  • Scans messages and automatically suggests relevant answers
  • Enables email response tracking throughout your organization
  • Offers skills-based, business rules for agent routing of emails
  • Allows easy escalation to other communication channels such as chat
  • Facilitates inclusion of active links to communities in responses

  • Improves agent efficiency and speed
  • Increases customer satisfaction
  • Proactively deflects redundant inquiries
  • Moves customers seamlessly across channels
  • Reduces contact center costs

Datasheet: Oracle RightNow Case Management System Fixed Scope Offering

Presentation: Oracle RightNow Case Management System Fixed Scope Offering

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