e-Messaging for e-Mail & SMS Communications

Take control of electronic communications

With the rapid growth of electronic communications, most large call centers are in the process of becoming “multi-channel contact centers”. Providing controlled and structured support for e-mail customer communications is a top priority for organizations of all sizes.

The e-Messaging Solution from Pitney Bowes Business Insight allows organizations to leverage DOC1® and e2™ technology to embrace interactive e-mail and short message service (SMS) communications in their contact centers. That is, allow end-customers to receive any communication they currently receive on paper via e-mail too, without the need for any redesign of content.

As customers use e-Messaging to engage with your contact centers via e-mail or SMS, you can maintain an up-to-date view of ALL customer communications — regardless of channel, including both in-bound and out-bound messages. e-Messaging provides built-in workflow as well as integration with third-party workflow solutions.

Powerful tools for e-mail and SMS communications

• Create automated and personalized e-mails and short message service (SMS) communications.
• Archive all e-mails and SMS communications, with access to customer-centric views. 
• Manage communication bounces and provide graphical reporting of messages sent, delivery failures, responses, and more.
• Streamline response handling of customer service e-mail and SMS communications. 
• Comply with storage and retrieval regulations for e-mail and SMS communications.
• Comply with e-communication legislation for e-mail and 
SMS communications.

Leverage your DOC1 investment for email

By using DOC1 to create multi-channel communications, you can:

• Eliminate duplicate efforts in customer communications
• Manage multi-channel communications from a single design environment 
• Display e-mail content predictably in any e-mail client 
• Increase personalization of automated messages
• Attach PDFs and other files 
• Format messages and images for proper display offline, too 
• Facilitate full reporting and event monitoring
• Ensure consistent branding across all channels

To harness and improve the power of your customer communications via e-mail and SMS, contact us us today.

NOTICE: Because we offer many custom solutions, it is our policy not to post pricing on our website. Please contact our knowledgeable staff to select and price products that fit your organization's budget, number of users, IT environment, data requirements, support and training needs. We apologize for any inconvenience.

Create and manage electronic communications

The e-Messaging Solution can help you manage your e-mail and SMS marketing campaigns centrally from our Communication Management (CCM) suite. By leveraging your DOC1® and e2™ solutions, you can easily maintain brand consistency across channels, personalize automated e-mail communications, and vastly improve your call center response to e-mail and SMS communications.

The e-Messaging Solution can also intelligently index any e-mail communication for archiving, call center access and records management – for a single view of all content exchanged with customers, regardless of channel.

Archive messages for quicker responses

To serve your customers in the best and quickest way possible, our
 e-Messaging Solution helps you respond quicker to your customer 
service queries. e-Messaging automatically routes messages to to appropriately skilled teams based on message content and facilitates automated or semi-automated responses that are relevant to the original message’s content. e-Messaging also automatically indexes and archives any 
e-mail or SMS received and associates that message with a single,
customer-centric view to vastly improve your customer’s
 experience.

Graphical reporting and bounce management

Maintain a clear picture of your campaign results – making it much easier to respond to inquiries and manage bounced messages – with e-Messaging’s comprehensive, graphical reporting on messages sent, delivery failures, replies, click-throughs and response handling status.

Elevate call center responsiveness

Streamlined response handling capabilities optimize your communication initiatives, resulting in better customer relationships. Structured and distributed processing is provided for all customer service e-mail and SMS messages. Automation plays an integral part in e-Messaging’s success – from content converted to easily viewable formats, to inquiries automatically routed to the appropriate person.

Automatic indexing and customer association

Real-time indexing is essential for organizations if efficient message handling is a priority. Regardless of the location of the call center agent, calls, or communications to call centers must be handled as soon as the message is received. To enable companies to achieve this
goal, e-Messaging provides not zero-click indexing for most 
messages, but also automatically associates messages with customer centric views.

Regulatory compliance and record keeping

Comply with corporate governance and regulatory requirements for record keeping with automatic indexing, original message format storage, optional content conversion prior to archiving, fast retrieval of communications, and subscription list management and suppression for CAN-SPAM Act compliance. Encryption and digital signature features ensure that e-communications originating from e-Messaging comply with legislation for e-communications in most countries.