Response Management for Email, Twitter, Facebook & SMS

If customers send you an email or are communicatiing with you via Facebook, they expect fast and consistent feedback. Mediatrix RESPONSE, the email response management solution from ITyX, analyses incoming text-based messages, enriches them with inventory data, suggests responses, automatically routes them and prioritises them depending on business processes and employee resources.

Mediatrix RESPONSE is a module that is part of ITyX' Response Management solutions and uses text mining and information extraction technologies. Mediatrix RESPONSE can be combined with all ITyX solution modules in one application platform: email, letter, pro-active chat and call tickets all in one agent application.

Benefits of Mediatrix Email Response Managements:

• Classification of incoming text based messages (email, Twitter, Facebook, SMS)
• Identification and extraction of relevant customer data and categories for evaluation
• Prioritisation and skill-based routing to available staff
• Generation of suitable response suggestions drawn from the text object management
• Management of escalation and service level maintenance
• Language independent, self-learning and multi-client capability
• Real-time monitoring and reporting