Key Features

Intelligent Rules and Assignment

Assignment criteria include powerful text-matching capabilities which can assign messages according to their "To" and "From" email addresses, as well as email message text, such as the message body, subject and headers.

VisNetic MailFlow routing rules are applied to each inbound message, in order of definition, until a routing rule effectively processes the message and delivers it to the appropriate group or individual.

VisNetic MailFlow also has strong auto-processing features such as categorization, auto-reply, forward copy, and more.

Inbound email inquiries can also be filtered and prioritized, allowing messages from specific clients or organizations to be handled separately.

Automatic Generation and Tracking of Service Incidents

Customer email correspondence is handled in the form of a ticket; and each unique ticket represents a logical thread of email correspondence. A ticket will contain one or more email messages which follow a common thread of dialog with a customer. For example, a technical support inquiry and any responses to it would be contained within the same ticket, as would further dialog with this customer about this specific issue.

With VisNetic MailFlow, the status of every single email inquiry, or ticket, is retained within the system, and can be reviewed at any time.

VisNetic MailFlow also facilitates email collaboration among workgroups, allowing for the addition of private, internal notes to any ticket. Tickets can easily be transferred amongst Agents for collaboration purposes, and even split or merged as needed.

Build a Library of Customized Standard Responses

The VisNetic MailFlow Standard Response Library also helps you to train sales, service and support associates by providing a centralized repository of tested and proven responses to customer communications.

VisNetic MailFlow tracks the use of standard responses automatically, on a per-agent basis. The system then allows agents super-quick access to standard responses as suggested by the system, the ones they use the most, or chosen from a list of their "favorites".

VisNetic MailFlow can also help your organization enforce standards and policies with the use of standard responses. VisNetic MailFlow enhances employee accuracy and productivity!

Complete Email Communications History

Contact records within the system can be customized to store any type of customer information relevant to your organization.

VisNetic MailFlow also tracks the complete communications history of every customer that interacts with the system. Any company representative can access customer communications history quickly and easily, enabling them to provide personalized service to every customer.

The VisNetic MailFlow contact database is searchable, allowing for the quick location of customer contact records at any time, based upon a broad range of criteria.

Excellent Alternative to Traditional Employee Monitoring

Using VisNetic MailFlow, company managers can easily review the message correspondence of any staff member to which they have access rights. Managers can also leverage excellent employee communications skills through many of the productivity-enhancing tools provided by VisNetic MailFlow.

The secure, yet open nature of the VisNetic MailFlow system also creates an environment where peer collaboration is fostered, not challenged, and knowledge is shared, not privatized.

If you're concerned about email productivity in the workplace, consider using VisNetic MailFlow to manage, your email communications.

Comprehensive Reporting and Analysis

For example, supervisors can track how many emails are processed per agent or per ticketbox, or learn the average number of messages per ticket.

VisNetic MailFlow reporting features support the development of business intelligence and workload distribution planning, and can provide a measurement of employee productivity.

Security and Administration Features

VisNetic MailFlow provides granular, customized logging at a variety of severity levels, providing system administrators with a powerful troubleshooting tool. An integrated log viewer provides quick and easy access from any location with an Internet connection.

VisNetic MailFlow administrators and managers can also employ powerful alerting features to keep them notified about important events, such as a backlog of emails in a particular ticketbox (queue). Alerts can be sent to the integrated alert viewer, or via email.

VisNetic MailFlow offers robust, integrated database maintenance features such as backup & restore, email message archiving, and purging.

Administrators can also secure VisNetic MailFlow by supporting (or requiring) secure HTTP (HTTPS) and SSL/TLS message collection.