Home > GOLDBOOK 2004 > BPO E-MAIL RESPONSE MANAGEMENT: Bundled, It Works So Well
GOLDBOOK 2004
BPO E-MAIL RESPONSE MANAGEMENT: Bundled, It Works So Well
Continued from page: 1
Thursday, March 11, 2004
BUYING TIPS
Look for a product that is rich in
features and enables extensive customization. Being in a service industry and
working in a multi-client environment, this is the most distinguishing feature
in this product category.
The product has to be modular, to
facilitate frequent changes. It should support changes being made in just one or
two steps, without the need for extensive procedures.
The product must be able to
integrate with existing systems in the organization, such as the ACD, database,
and workflow systems.
It should be easy to integrate with
the existing e-mail systems.
Consider the initial investment in
the ERM as well as the AMC charges. In determining the initial cost, you must
also consider the total number of mail servers required.
It is important that the ERM
supports automatic escalation, as it helps maintain efficiency levels.
Compare the RoI on existing solution
(if any) vis-ŕ-vis the RoI for a new turnkey solution.
Find out whether the stability,
backups options, and the product roadmap meet your business requirements.
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