Messaging

Adaptive Messaging lets you manage email and SMS messages in the same efficient and professional way that you handle telephone calls, saving you money and increasing customer satisfaction.

Adaptive Messaging enables you to handle customers’ messages quickly and effectively, saving you money and increasing your customers satisfaction. Adaptive Messaging can deliver partially or fully automated “self-service” information systems that keep your customers better informed while reducing your operating costs.

How Adaptive Messaging Works

Adaptive Messaging is a message management solution designed to make contact centre users more productive when dealing with message work. Using Adaptive Messaging, messages can be received, routed into queues and automatically distributed to the next available, appropriate user.

Adaptive Messaging includes all the client software your users need to handle messages for your business. This means that corporate messages can be kept separate from internal company emails.

Adaptive Messaging Pair Viewer

Adaptive Messaging includes a powerful Rules Manager for messages. This determines what happens to messages as they arrive. Options include:

  • Send an automatic reply, acknowledging receipt of the customer’s message.
  • Prepare a context-sensitive draft reply, which is then presented to the user. To reply to the customer’s message, the user simply reads, edits (if necessary) and approves the reply, then sends it with a single click. Users of Adaptive Messaging have reported that using draft replies has reduced the time taken to reply to customer messages by half.
  • Prepare a fully automated, context-sensitive reply to a message and automatically send it to the customer. One example of this is an automated email or SMS-based service enabling your customers to enquire about the status of their orders. The Adaptive Message Rules can be configured to recognise the request, look up the status in your orders database and automatically send a reply containing the relevant information.

Adaptive Messaging includes a central message database, in which all sent and received messages are stored. Contrast this to traditional email clients, which store sent items on each user’s local computer, making it very difficult to trace all messages from or to a specific customer.

Adaptive Message Database Viewer

The Message Database Browser enables users and managers to search easily for messages. One useful feature is the ability to search for all messages related to a specific customer, with a single click. You can also search for all messages sent by a specific user, and many other search criteria.

From a Manager's Perspective...

Adaptive Messaging keeps records of all user and message activity. The system includes a powerful reporting system, providing real-time and historical management reports.

For example, you can keep a display on screen showing how many messages are waiting in each queue and how old the oldest message is. This helps with service level management. You can also keep a real-time user report on screen, showing exactly what each user is doing and how long they have been doing it.

Adaptive Management Console - Messaging Reports

Adaptive Messaging also delivers comprehensive historical reporting. Reports detailing service levels, queue volumes, individual and team productivity and much more are all readily available. You can even export report data for use in other applications.

Adaptive Messaging works with all industry standard email systems, including Microsoft Exchange, Lotus Domino and Linux-based email servers.

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Who uses Adaptive Messaging?

If your company or department receives more than one hundred messages a day, to a generic email account like sales@ or service@, or you have a team of people who deal with customer emails, then Adaptive Messaging is a must.

Adaptive Messaging is ideal for all kinds of call and contact centres.

Adaptive Messaging is also used by organisations to provide email or SMS self-service applications. Applications include letting customers check on order status, stock availability, property details (for estate agents), airline flight arrivals, job availability and field service engineer status and arrival time.

Benefits of Adaptive Messaging

  • Automated message processing reduces the number of messages that require user attention.
  • User productivity tools increase the work that each user can do each day.
  • Centralised message database keeps track of all customer contact and gives you an audit trail.
  • Better management reporting leads to higher work quality and improved customer service.