Pitney Bowes Business Insight, a provider of location and communication intelligence offerings, has announced the availability of a new version of its e-Messaging solution. With enhanced control and flexibility, e-Messaging version 1.1 enables insurance carriers to manage and automate effectively two-way e-mail and short message services (SMS) communications to speed claims processing, increase renewal and quote conversion rates, and iron out peak call center traffic.
e-Messaging v. 1.1 provides auto-categorization of inbound messages to streamline call center operations and digitally signed outbound communications to improve customer service, archiving, and regulatory compliance.
A component of the Pitney Bowes Business Insight customer communication management (CCM) suite, the e-Messaging solution provides message delivery management, communication analysis and reporting, and archiving of print, electronic, and mobile communications. The new content categorization feature prioritizes and routes inbound e-mail and SMS messages to the appropriate personnel based on the message’s content and urgency.
This streamlines response and auto-response processing for inbound messaging, improving the overall customer experience. To guarantee the authenticity of sent messages, e-Messaging v. 1.1 has a built-in digital signature capability to provide trust in e-mail communications from senders to their customers.
“The Pitney Bowes Business Insight e-Messaging solution helps companies centrally manage customer communications, including e-mail and SMS, ensuring branding and compliance,” says Bill Sinn, strategic industry and marketing director, Pitney Bowes Business Insight. “With the e-Messaging solution, companies can gain immediate and tangible cost savings across claims, sales, and marketing; agent self-service; and contact centers as well as ensure e-communications comply with legislative requirements. In addition, customer service levels can be improved, helping increase customer and brand loyalty.”