VisNetic MailFlow users are
designated as Agents. Agents take responsibility for email threads, known as
"tickets". Each email on a topic is added to the same ticket, allowing the same
agent to handle subsequent correspondence on that ticket.
When an email is received by VisNetic
MailFlow, a new ticket (incident) number is assigned. Through the cycle of support on that
issue, the ticket is kept active and can be viewed by agents, moved if necessary, or
escalated to a supervisor.
The VisNetic MailFlow interface is
browser based, but with a familiar Windows style interface. A more standard appearance
makes VisNetic MailFlow easier to learn and more intuitive for agents to use. A user's
access rights determine how much information is displayed to them. Administration occurs
through the same central interface, making maintenance tasks easier.
VisNetic MailFlow supports VisNetic AntiVirus.
By protecting the network from harmful email viruses at the gateway, a company running
VisNetic MailFlow can be assured of greater "up-time" without fear of loss due
to data corruption via virus. Since the support is at the server level, no agent
intervention is necessary to handle potentially harmful inbound emails.
Customers and clients are able to
send attachments with email, to help better explain the nature of their inquiry. VisNetic
MailFlow can handle any attachment type and make them easily accessible to agents. There
is no need for a separate server to handle uploaded files.
VisNetic MailFlow can gather email
from any POP3 account, or multiple accounts. It also offers APOP support and can leave
copies of messages on the server, in case agents are working from a remote location at any
time.
SMTP Authentication ensures that the
mail server VisNetic MailFlow sends email back out through is protected from becoming a
relay point. By sending an authentication message prior to delivering email, VisNetic
MailFlow can identify itself as a legitimate user to a mail server.
Multiple SMTP servers can be set up
for use by VisNetic MailFlow. For each inbound account (POP3 server), a unique SMTP server
can be used to send reply messages back out. By spreading the messaging demands across
several servers, VisNetic MailFlow helps administrators balance network load, providing
faster response time for agents and customers alike.
VisNetic MailFlow allows
administrators to create routing rules for all messages. Inbound messages can be
automatically routed to the appropriate ticket box based on a number of criteria,
including the subject line, the "To:" address, or the text. By taking advantage
of routing rules, VisNetic MailFlow can more efficiently get messages to the correct agent
without user intervention.
Setting up auto-responders provides
customers and clients with quick confirmation that their message was received by VisNetic
MailFlow, even before an agent reads their email. Providing confirmation gives contacts
confidence that their email will be handled properly.
Automatic NT Security allows
administrators to easily import a current NT user into VisNetic MailFlow. Users can then
use their domain password to log in to VisNetic MailFlow, eliminating the need for
additional passwords.
Agents can be placed into groups for
administrative purposes. An entire department can be placed in a group, and then
appropriate rules can be placed on every agent in that group from a central admin point.
Since VisNetic MailFlow is built as a
browser based application, it allows greater flexibility for the agents in how they view
their ticket boxes. Five different themes offer agents the ability to quickly change the
appearance of the VisNetic MailFlow interface without changing any of the functionality.
Support for SSL encryption keeps
every message between agents and customers secure and confidential. By using SSL, there is
no fear of critical network data sent by customers being stolen across the Internet.
VisNetic MailFlow supports printing,
allowing agents to print a hard copy of any ticket (and any messages in the ticket).
Agents can use a comprehensive search
engine to find tickets based on a number of criteria including; Subject, Contact Name,
Contact Email Address, Ticket Owner, Ticket Box, Dates, and more.
VisNetic MailFlow lets agents view
the complete history of any ticket. Should ownership be handed off to a different agent,
every message relative to that ticket is viewable. This allows new agents to quickly bring
themselves to speed about the incident, without having to ask the customer for another
explanation of the issue.
VisNetic MailFlow has the ability to
automatically alert agents based on a number of specific occurrences. If a ticket is too
old, or a ticket box has too many messages, agents or supervisors can be alerted to the
situation so it can be remedied.
Tickets can be sorted based on
priority, helping facilitate efficient priority-based responses from agents to customers.
VisNetic MailFlow offers the ability
to create standard response libraries for agents to use. Taking advantage of standard
responses helps to maintain a consistent message across the entire company when speaking
with clients and customers. It also helps agents to reply quickly with accurate responses,
helping to insure that a minimum number of messages are needed to resolve issues.
Included in VisNetic MailFlow in an
integrated spell checker. Agents can quickly check outbound messages for accuracy without
having to use a separate application. Precise messages foster stronger confidence from
customers about the support provided by a company.
Each agent is able to create a unique
signature file to be included on messages. Signature files are useful in attaching an
identity to support personnel. By establishing a relationship with customers, companies
are able to nurture stronger customer relations resulting in repeat business and satisfied
clients.
VisNetic MailFlow offers
administrators several reporting options to gather detailed information about each ticket.
Administrators can set up VisNetic MailFlow to log general information, error messages,
warnings, and more on several actions.
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