E-mail takes flight.According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. a survey by Datamonitor, e-mail will account for one of every five incoming call center contacts by the end of 2003--quadruple the number recorded in 1999--a trend being experienced by many other companies. Continental Airlines, which flies to 132 domestic and 87 international destinations, noted a particular e-mail increase in its OnePass frequent flyer frequent flyer Hospital practice A popular term for a Pt who is regularly admitted to a particular ER or health care facility, for various reasons program--with 80% of inquiries dealing with routine issues, such as current mileage MILEAGE. A compensation allowed by law to officers, for their trouble and expenses in travelling on public business. 2. The mileage allowed to members of congress, is eight dollars for every twenty miles of estimated distance, by the most usual roads, from his , forgotten passwords, lost cards and membership. To meet its growing need to handle responses, Continental had Rockwell Electronic Commerce install its E-mail Management System at the airline's Houston data center, which delivers fast, accurate and automated au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. responses to commonly asked customer e-mail questions and requests. Contact center managers can now classify clas·si·fy tr.v. clas·si·fied, clas·si·fy·ing, clas·si·fies 1. To arrange or organize according to class or category. 2. To designate (a document, for example) as confidential, secret, or top secret. e-mail message content, deciding which types of messages to answer automatically and which to route to agents for personal handling. Powered by Brightware e-mail automation technology, the system automatically composes an appropriate reply and retrieves enterprise data needed to complete and personalize per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. the e-mail message. The composed response is then routed to an agent to verify and send, or is sent automatically, to the customer. User-defined "confidence levels" verify that the system is recognizing, classifying and responding to messages accurately. The system increases the airline's contact center efficiency and improves its customer service levels. Jeff Ulrich, Continental contact center manager, says the system also provides greater flexibility for integration of other Web interaction technologies, such as self-service and live agent help. www.rockwell.com Circle 265 for more information from Rockwell Electronic Commerce [ILLUSTRATION OMITTED] |
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