Email Routing Feature (Quote)

[Crash]

Hi Everyone, My company is in need of a dialer with Integrated Mail handling below is what fuctions we would need,
In short it should be able to handle emails similiar to inbound calls but we would also like to be able to blend calls and mail and maybe give priority to calls obviosly.

· All email/Fax contacts must be classified/Qualified (Wrap Up)
· Once a email/Fax id processed it must be forwarded to a completed folder for reference at a later stage
· The system must records handling time on each contact/email
· Response time for each email handled\
· Provide Service Levels on Emails
· Which agent/user handled the contact
· We can do mail merge from the mailbox and monitor the responses.

Could you please give me a quote so i can take this to our decision makers, Also if any more info is needed please let me know,

Thanks Again for a great product.

[williamconley]

Wow.

That was a cool freakin' post.

It belongs in the "Requests for Consultation" board, of course (I'll move it so it gets the proper attention).

However, as this is NOT a small or cheap project, I definitely have to mention that you need to take this in front of The Vicidial Group (sales@vicidial.com) and request a quote from them. I would, however, advise that you put some $$ down to request the quote because just doing the math to determine the bid range on this one will take some time.

Also some questions: Are you saying that while an agent is "working an email", they would be unavailable for a call ... but when they finish that email, any call in queue would take precedence over any email ... or would it be possible that a high priority email would be able to supercede a phone call? (Based, of course, on the service level of the sender ..., right?)

Next: Is this all inbound? (Any automated outbound calls?)

Honestly, I think this is right up there with the best feature requests I've ever heard of.

[Crash]

It belongs in the "Requests for Consultation" board, of course (I'll move it so it gets the proper attention).

Sorry about that and thanks for moving the post

Also some questions: Are you saying that while an agent is "working an email", they would be unavailable for a call ... but when they finish that email, any call in queue would take precedence over any email ... or would it be possible that a high priority email would be able to supercede a phone call? (Based, of course, on the service level of the sender ..., right?)

For our needs inbound Voice will always take precedence over email, where the weighting/priority would need to be is between inbound emails and outbound calls, To be honest i haven't even thought of prioritizing based on sender which would be cool but needed in my case.

Next: Is this all inbound? (Any automated outbound calls?)

We would like to have the option to do fully blended ie inbound/outbound voice +email
obviously also have the ability to mix these feature so maybe an email only campaign or email + inbound etc.

[williamconley]

Not an issue posting it in Features instead of Consultation. Consultation is ONLY used when you are asking for quotes, but you are certainly allowed to ask for quotes anywhere else you like. I just thought you may get more response in here.

Do you have a deadline/wishline/dropdead line?

[mflorell]

We are in the process of finishing our email integration now. It should be production-ready next month. We have been working on it since May, so I can tell you it is not a simple thing to integrate.

[Crash]

Awesome News, You guys are doing great work!!!!!!

[williamconley]

That sounds like it'll be cool enough to make some people wish they hadn't forked!

Wow!

[Trying]

Oh wow that would be an awesome feature!

[williamconley]

Then someone needs to add Chat and the world is complete.

[Trying]

Agreed William! What more can we ever want!

[williamconley]

And now that microsoft is shutting down Live Messenger ... we may have to do that.

[Trying]

Matt will this feature have the functionality of a ticketing system like OTRS? Meaning, will it be able to track emails and calls to one lead id?

[mflorell]

It won't be anywhere near as robust as OTRS is, but you will be able to track emails from the same email address to a single lead ID, if you choose to configure it that way of course.

The coding is pretty much done for this email integration, but testing is taking a lot of time, since so many existing functions were altered to make the email functionality work we are having to do a lot of testing to make sure existing functionality is not adversely affected.

[williamconley]

Of course, adding deeper functionality after it has been embedded is very normal for Vicidial. So get your lists of requested specific functions ready.

We looked at OTRS (and it's still running, by the way, in two different version levels) and Redmine. We decided Redmine was "more robust" but lacked some of the features of OTRS, so we added the ones we needed from OTRS to Redmine and now we run our ticketing AND project management both within Redmine (including a fair amount of scripting to "keep up" with things within Redmine). But do have a look at Redmine if you're in OTRS.

Also of note: OTRS can be installed natively in a Vicidial/OpenSuSE system but that version is a full generation behind. Still works well, though. But I do prefer the more recent release of OTRS for ticketing ... it has a lot of power (and there is no way an initial release of email in vicidial was going to match that from day one!).