TransUnion is the new trading name of Callcredit in the UK. The usual high levels of service and products will continue as normal whilst we update the brand over the coming months.

Employee Desktop - Email Management

DecisionCX Interactive Email Management has been optimising business customer engagement strategy and reduces operational costs for over 15 years.

All inbound communications are linked to a case and customer providing a complete view of every interaction with the customer. In-scope email and phone interactions are managed through a single advisor desktop which removes the need to maintain and train advisors in multiple service applications.

DecisionCX Interactive Email helps:

  • Reduce operational costs
  • Increase productivity of advisors
  • Improved visibility of operational performance
  • Quality assurance by improving quality, accuracy and consistency of customer communications
  • Improve resolution time and increase first time resolution rates
  • Improve customer experience

The platform does this by:

  • Identifying work type and routing it automatically to the appropriate teams
  • Prioritising and delivering the most important work to advisors
  • Automatically escalating and flagging work based on business SLAs
  • Working in real-time to provide flags if any new communication is received on a case being worked
  • Connecting any email by the same case/customer
  • Creating a comprehensive case history and merging cases with multiple entries

Contact us to find out how DecisionCX Interactive can help your business.

Contact us