Balisoft Technologies Inc. in Toronto
delivered its E-mailContact app, e-mail response management software designed
to intelligently route and track customer queries.
E-mailContact “is a next generation standards-based solution that seamlessly
integrates with any SMTP / POP3 e-mail server and client software
combination,” enabling companies to manage and monitor in-bound e-mail queries
E-mailContact can be combined with LiveContact from Balisoft, which provides
the ability to provide real-time multimedia interaction with customers via
text chat, collaboration and voice.
Jupiter Communications has predicted that by
2002 some 465 million messages will be generated per day by 116 million online
users–up from about 175 million messages per day today, Balisoft said.
As online customer service becomes an even more important factor affecting
repeat business for online sellers, that e-mail response management software
will be ever more critical as a competitive advantage, Balisoft said.
E-mailContact provides powerful routing and queuing capabilities, enabling
organizations to automatically forward incoming queries to the appropriate
person or group for review and response. In addition to tracking, categorizing
and routing e-mail, E-mailContact maintains a searchable history of all e-mail
threads, and can generate a comprehensive set of reports for measuring
customer service effectiveness.
“E-mailContact capitalizes on the lessons learned from the first generation e-
mail response products,” said Mark Skapinker, Balisoft CEO. “We have
implemented standard e-mail protocols that can be used with the major e-mail
clients and servers, and have combined that with a highly scalable and
elegant e-mail management system.”
“The combination of E-mailContact and
LiveContact creates an Internet customer service solution that deals with all
elements of direct customer interaction over the Internet,” he said.