Mediatrix ERMS

Enterprise-Response-Management for e-mail, fax, letter, text message

Mediatrix ERMS makes the full or part automated conversion of customer enquiries in all of the popular text channels possible: e-mail, web, letter and fax message, text message and MMS. Based on leading A.I. methods, Mediatrix, as an auto-adaptive E-Mail-Response-Management-System, can categorise incoming messages and extract relevant sender and transaction data in order to optimally distribute the messages to available team members within or beyond your service organisation.

The Process
A category structure is defined and automatically programmed on the basis of exemplary processes from your written customer service. The Mediatrix E-mail-Response-Management-System can then classify incoming intermedial messages by the standard protocols POP3, SMTP or MAPI and convert them based on configurable work flows. Mediatrix also independently optimises its base of knowledge in that it learns from the reply behaviour pattern of chosen team members. Administrative intervention for continual optimisation of the information base becomes unnecessary.

The Result
According to the complexity of your business, your service organisation can answer approx. 70% of all incoming e-mails with just a few clicks and archive them. Mediatrix also supports the automatic e-mail answer function with personalised ‘suggestive answers’ and time-controlled intermediate replies. Compared to the classical mail processing, the AHT (Average Handling Time) is reduced by up to 60%. Team and group leaders continually have a complete transparency of the resulting service level. Concurrently, merely using Mediatrix ERMS will generate dynamic knowledge, which increases the speed and improves the quality of replies and can be drawn upon the Mediatrix Self Service for e-mail avoidance.

The Integration
Mediatrix ERMS can process up to 50,000 e-mails per hour and be available in a highly reliable cluster. According to the chosen integration level, Mediatrix ERMS can be integrated into the text processes of your organisation within 3 to 10 weeks. On the part of ITyX, the project expenditure usually lays around 8 to 15 FTE (Full Time Equivalent).
Find out more about the integration details….

Your Questions: We can answer any queries on the intelligent ERMS from ITyX right here and now. Get conneceted to an ITyX consultant or order an information package.

Print Preview