- Monitor multiple email protocols (Exchange/SMTP/IMAP)

- Use OOB connectors for email intake

OOB Functions:

- Incoming email monitoring and parsing

- Automate case creation with minimal manual intervention

- Ensure case data integrity and validation

OOB Functions:

- Email-to-case engine with case creation and routing

- Provide agents with full customer context

- Use real-time data retrieval for accuracy

OOB Functions:

- Customer 360° data lookup and retrieval

- Define clear SLA tiers and timers

- Monitor SLA compliance continuously

OOB Functions:

- SLA engine with escalation and timer assignment

- Automate notifications to reduce delays

- Ensure correct routing to support teams

OOB Functions:

- Auto email acknowledgments and escalation triggers

- Use dashboards for real-time insights

- Customize reports for key metrics

OOB Functions:

- Reporting tools with visualization dashboards