Email Response Management Systems (ERMS)


Email Management

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Assentor®: an NLP-based Solution to E-mail Monitoring C Aone, M Ramos-Santacruz, WJ Niehaus – AAAI/IAAI, 2000 – aaai.org … negative news about themselves. Another exciting application is to use this technology in e- mail response management systems (ERMS) to dramatically improve e-mail-based customer service in e- Business. The NLP technology … Cited by 10 Related articles All 4 versions Cite

An investigation into the effects of Text-To-Speech voice and 3D avatars on the perception of presence and flow of live help in electronic commerce L Qiu, I Benbasat – ACM Transactions on Computer-Human Interaction ( …, 2005 – dl.acm.org … According to predictions made by the Gartner Group, “by 2002, only 20 percent of call centers will have integrated live Web contacts or e-mail response management systems with their telephone-based agents; by 2005, 70 percent of call centers… … Cited by 59 Related articles All 5 versions Cite

Introducing CRM into an academic library MY Wang – Library management, 2007 – emeraldinsight.com … and user-to-user interaction” (Rowley, 2002). Some have used computer-telephony- integration (CTI) or e-mail response management system (ERMS) to support their service. Although more and more organizations and companies … Cited by 12 Related articles All 3 versions Cite

Benefits of cross-training in a skill-based routing contact center with priority queues and impatient customers M Ahghari, B Balcioglu – IIE Transactions, 2009 – Taylor & Francis … With E-Mail Response Management Systems (ERMSs) being implemented at contact centers, decisions in regard of SBR and queueing e-mails while simultaneously handling phone calls have become possible. The software such as Q-Master EX by Zeacom Inc. … Cited by 9 Related articles All 3 versions Cite

Coherent categorization scheme C Ronnewinkel, F Weigmann, M Kuehn… – US Patent App. 10/ …, 2004 – Google Patents Page 1. US 20050228790A1 (19) United States (12) Patent Application Publication (io) Pub. No.: US 2005/0228790 Al Ronnewinkel et al. (43) Pub. Date: Oct. 13,2005 (54) COHERENT CATEGORIZATION SCHEME (76) Inventors … Cited by 10 Related articles All 2 versions Cite

Towards a road map on human language technology: Natural Language Processing A Eisele, D Ziegler-Eisele – Proceedings of the 2002 COLING workshop: …, 2002 – dl.acm.org … customer communication. For numerous businesses that are not well-prepared, this has transformed e-mail into a severe pain point, giving rise to the pressing need to adopt e-mail response management systems. Obviously … Cited by 2 Related articles Cite

Towards a roadmap for human language technologies: Dutch-Flemish experience D Binnenpoorte, C Cucchiarini, E D’Halleweyn… – Proceedings LREC …, 2002 – hnk.ffzg.hr Page 21. Towards a roadmap for Human Language Technologies: Dutch-Flemish experience Diana Binnenpoorte 1, 2, Catia Cucchiarini 2, 3, Elisabeth D’Halleweyn 3, Janienke Sturm 2 and Folkert de Vriend 2 1Speech Processing … Cited by 8 Related articles All 14 versions Cite

Content analysis using categorization C Ronnewinkel – US Patent App. 10/822,612, 2004 – Google Patents Page 1. US 20050228774A1 (19) United States (12) Patent Application Publication (io) Pub. No.: US 2005/0228774 Al Ronnewinkel (43) Pub. Date: Oct. 13,2005 (54) CONTENT ANALYSIS USING CATEGORIZATION (76) Inventor … Cited by 19 Related articles All 2 versions Cite

Research of Customer Relationship Management Solutions Based on Data Mining F Feng – Information Engineering and Applications, 2012 – Springer … For example, computer telephony integration (CTI) represents proprietary a set of functions of telephone channels; similarly, the e-mail response management systems (ERMS) represent the e-mail as a unique set of functions of customer interaction channel. … Related articles Cite

EITG Department adapts a Knowledge Management System for its Help Desk C Sdano – km-class.org … E-Mail Response Management System (ERMS) – provides the ability to automatically act on an e-mail message sent from a Web form or sent to a particular address or on a session escalated from ServiceWare Self-Service. … Related articles Cite

The Application of Queuing Theory in Colleague Student’s Registration X Liu, B Chen – Information Engineering and Applications, 2012 – Springer … For example, computer telephony integration (CTI) represents proprietary a set of functions of telephone channels; similarly, the e-mail response management systems (ERMS) represent the e-mail as a unique set of functions of customer interaction channel. … Related articles Cite

RTE Key Technologies and Applications Hype Cycle M Raskino – Gartner Research, 2003 – impactline.net … Contract life cycle management Automatic text categorization Event management E-mail response management systems Mobile phone location- based services Commercial grid infrastructure Self-healing infrastructure Technology Application category Business competency … Cite

Customer Relationship Management in Electronic Environment R Jamali, A Moshabaki, H Aramoon… – Electronic Library, …, 2012 – emeraldinsight.com … Many libraries have these facilities so they have to adopt the second and third stages. There are also some libraries equipped with other facilities such as computer-telephony- integration (CTI) or e-mail response management system (ERMS). … Related articles Cite

Multichannel customer contact management P Herceg, D Madison – IT professional, 2004 – wwwsrv1.mitre.org … Database • CRM • Enterprise resource planning … Middleware (software agents, APIs, adapters) Endpoint resources • Web application server • Web servers • IVR • Instant messaging chatter bot • WAP servers • e-mail response management system (ERMS) • CSR … … All 17 versions Cite

Customer relationship management in electronic environment R Jamali, A Moshabaki, H Aramoon… – Electronic Library, …, 2013 – emeraldinsight.com … Many libraries have these facilities so they have to adopt the second and third stages. There are also some libraries equipped with other facilities such as computer-telephony- integration (CTI) or e-mail response management system (ERMS). … Cited by 1 Related articles All 3 versions Cite

Human-Computer Interaction For Electronic Commerce I BENBASAT – Human-computer Interaction and Management …, 2006 – books.google.com … The Gartner Group predicts that” by 2002, only 20 percent of call centers will have integrated live Web contacts or e-mail response management systems with their telephone-based agents; by 2005, 70 percent of call centers… … Related articles Cite

Tools for Knowledge Management Anthony KP Wensley Associate Professor of Information Systems Executive Editor, Knowledge and Process Management … A Verwijk-O’Sullivan – angelfire.com Tools for Knowledge Management. Anthony KP Wensley. Associate Professor of Information Systems. Executive Editor, Knowledge and Process Management. Joseph L. Rotman School of Management. University of Toronto. Toronto, Ontario, CANADA. Alison Verwijk-O’Sullivan … Cite

Infrastructure and Applications Worldwide Software Market Definitions GD Guide – CEP, 2002 – smartshore.us Page 1. Infrastructure and Applications Worldwide Software Market Definitions Gartner Dataquest Guide Publication Date: June 10, 2002 (Revised October 1, 2002) Page 2. ©2002 Gartner, Inc. NORTH AMERICA Corporate Headquarters … Cited by 2 Related articles All 2 versions Cite

[BOOK] Leitfaden Online-Marketing T Schwarz – 2008 – e-cademic.de Page 1. Torsten Schwarz Herausgeber LEITFADEN Online Marketing Band 2 Page 2. Infos zum Buch: www.lfom.de ISBN-13: 978-3-00-032798-8 ISBN-10: 3-00-032798- 3 © 2011 marketing-BÖRSE GmbH, Waghäusel Melanchthonstr. … Cited by 48 Related articles All 9 versions Cite

[BOOK] SAP on Windows J Stelzel, S Proksch – 2007 – sap-press.de Page 1. Bonn Boston Josef Stelzel, Ulrich B. Boddenberg, Uwe M. Hoffmann, Michael Mißbach SAP® on Windows® 157.book Seite 3 Dienstag, 7. August 2007 9:55 09 Page 2. Contents at a Glance 1 SAP Solutions on Windows ….. 23 … All 3 versions Cite

[BOOK] The Real-Time Contact Center: Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation D Fluss – 2005 – books.google.com Page 1. DONNA FLUSS THE • mw m ^^M «• H^^^M ^H • •• ^B • CONTACT CENTER Strategies, Tactics, and Technologies for Building a Profitable Service and Sales Operation Page 2. Page 3. Page 4. US $27.95 To get a competitive … Cited by 11 Related articles All 2 versions Cite

Strategic use of CRM V Tosovic – 2001 – diplom.de Page 1. ID 4542 Vladimir Tosovic Strategic use of CRM MBA an der Maastricht School of Management, 9 Fachbereich E-Business August 2001 Abgabe Page 2. ID 4542 Tosovic, Vladimir: Strategic use of CRM / Vladimir Tosovic … Related articles Cite

[BOOK] A Guide to Customer Service Skills for the Service Desk Professional D Knapp – 2010 – books.google.com Page 1. A Guide to Customer Service Skills for the Service Desk Professional Third Edition Donna Knapp Page 2. THIRD EDITION A GUIDE TO CUSTOMER SERVICE SKILLS FOR THE SERVICE DESK PROFESSIONAL DONNA … Cited by 10 Related articles All 8 versions Cite

[BOOK] Professionelles E-Mail-Management L Becker – 2009 – books.google.com … Inhaltsverzeichnis 5 Inhaltsverzeichnis Einführung…..9 Teil I E-Mail-Response-Management- System (ERMS) Lars Becker 1. E-Mail-Kommunikation heute und morgen…..15 … Cited by 2 Related articles All 2 versions Cite

[BOOK] Discover SAP CRM S Katta – 2008 – galileocomputing.de Page 1. Bonn Boston Srini Katta Discover SAP CRM 1350.book Seite 3 Dienstag, 2. Dezember 2008 1:21 13 Page 2. Auf einen Blick 1 Customer Relationship Management ….. 27 2 Überblick über SAP CRM ….. 45 … Cited by 4 Related articles All 11 versions Cite

E-Mail-Management in der Schweizer Hotellerie M Fux, R Schegg, A Liebrich – tewi.ch … positiv bewertet. Interessant ist, dass es vor allem Hotels mit bis zu 3 Sternen sind, welche sich eher für den potenziellen Einsatz eines E-Mail-Response- Management-Systems (ERMS) begeistern können. Höher klassifizierte … Related articles Cite

[BOOK] E-Mail Response Management Systeme (ERMS): Effektive, sytemgestütze und gesetzeskonforme Bearbeitung von E-Mails in Unternehmen H Haseney – 2010 – books.google.com … gleichzeitig herstellerunabhängige Beratungsunternehmen. Daher stellen wir Ihnen mit diesem Leitfaden eine Entscheidungshilfe für Auswahl und Einsatz eines E-Mail Response Management Systems (ERMS) vor. Die vorliegende … All 2 versions Cite

E-Mail-Kommunikation heute und morgen L Becker – Professionelles E-Mail-Management, 2009 – Springer … zusammenstellen lässt. Die strukturierte und standardisierte Auswertung einer großen Anzahl von E-Mail-Anfragen lässt sich wiederum technisch am besten mittels eines E-Mail-Response-Management-Systems bewältigen. Fakt … All 2 versions Cite

Die beste Entscheidung–seit Installation eines ERMS kommuniziert die Billag AG besser und schneller mit ihren Kunden R Raetzo – Professionelles E-Mail-Management, 2009 – Springer … Die Billag entschied sich deshalb für eine technische Lösung: Wir beschlossen, ein E-Mail- Response-Management-System (ERMS) zu installieren – und das erwies sich als die beste Entscheidung, die die Billag treffen konnte. … All 2 versions Cite

[BOOK] E-Mail-Management bei Sparkassen in Nordrhein-Westfalen: Eine empirische Untersuchung N Arheiliger – 2006 – books.google.com … XXXI Anbieterübersicht von E-Mail Response Management Systemen ….. XXXI Prozessablauf im E-Mail Response Management System ….. XXXII E-Mail- Management bei Sparkassen in Nordrhein-Westfalen | Seite V Page 8. … All 3 versions Cite

Entscheidend ist, was dem Kunden nützt–softwaregestützte Kommunikation richtig in den Kundenservice einbinden C Egli – Professionelles E-Mail-Management, 2009 – Springer … Reservie- rungen. Diese Standardanfragen durch ein E-Mail-Response-Management- System (ERMS) halb- oder vollautomatisch zu beantworten, beinhaltet ein gewaltiges Rationalisierungspoten- zial. Unternehmen können … All 2 versions Cite

E-Mail-Management L Becker – Springer … Page 4. Inhaltsverzeichnis 5 Inhaltsverzeichnis Einführung…..9 Teil I E-Mail-Response-Management-System (ERMS) Lars Becker … Page 12. 13 Teil I E-Mail-Response-Management-System (ERMS) Page 13. … Cite

Die unternehmensübergreifende Ebene–umfassende ERMS-Lösungen auswählen und implementieren L Becker – Professionelles E-Mail-Management, 2009 – Springer … ca. 15 E-Mails/h konventionelles E-Mail-System mit Regeln und Textbausteinen ca. 15 E-Mails/h komplexes E-Mail-Response- Management- System ca. 35 E-Mails/h komplexes E-Mail-Response- Management- System ca. 35 E-Mails/h fallabschließende E-Mail-Antworten / … All 2 versions Cite

[BOOK] Voraussetzungen und Techniken für Kundenbindungsmaßnahmen A Albrecht – 2004 – books.google.com Page 1. Alexander Albrecht Voraussetzungen und Techniken für  Kundenbindungsmaßnahmen Studienarbeit Dokument Nr. V31933 http://www.grin. com/ ISBN 978-3-638-32797-8 9 783638 327978 Page 2. Voraussetzungen … Related articles All 2 versions Cite

Konzeption des Online-Marketing-Einsatzes RT Kreutzer – Praxisorientiertes Online-Marketing, 2012 – Springer Page 1. Einordnung des Online-Marketings in das klassische Marketing 75 3 Konzeption des Online-Marketing- Einsatzes Wege entstehen dadurch, dass man sie geht. [Franz Kafka] Lernziele Fähigkeit, ¦ das Online-Marketing … All 2 versions Cite

TeDeG GmbH O im webbasierten Kundenservice – 2005 – content.grin.com … derungen zu bestimmen. 1.2 Was ist ein ERMS? Ein ERMS, E-Mail Response Management System häufig auch E-Mail Management System genannt, ist eine datenbankbasierte Anwendung und dient der strukturierten, automatisierten und … All 2 versions Cite

A Call Center Study of Customer Service Career Anchor–A Case of Chunghwa Telecom Mobile Business Group Taichung Branch Office HC Lin – 2008 – ethesys.lib.cyut.edu.tw Page 1. ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ???? ?????????????- ??????????? ???????? A Call Center Study of Customer Service Career Anchor – A Case of Chunghwa Telecom Mobile Business Group Taichung Branch Office … Related articles Cite

How to Provide” Live Help”: The Effects of Text-To-Speech Voice L Qiu – 2002 – circle.ubc.ca … areas with high Internet adoption rates, such as North America and parts or Europe, will support integrated live Web contacts and e-mail response management systems for their telephone-based agents.” Another report from Gartner Group (Elliot, Kolsky et al. … Related articles All 2 versions Cite

WP1: Requirement Analysis D 1. C:” State of the Art Report” ASPN Game – 2002 – Citeseer … 2.6.3.2.1 Value Proposition ….. 92 2.6.3.2.2 E-Mail Response Management Systems (EMRS) …. 92 2.6.3.2.3 E-Mail Response Management System Vendors….. 93 … Related articles Cite

[BOOK] Elektronisches Relationship-Marketing im Dienstleistungsbereich J Trajer – 2011 – books.google.com Page 1. um vnjw Eiektronlsches RelationshIp-Markatlng Im Dinnnloistungshnrukh Dipiomavbcn Page 2. Josef Trajer Elektronisches Relationship-Marketing im Dienstleistungsbereich Page 3. Page 4. GRIN – Verlag für akademische … Related articles All 4 versions Cite

[BOOK] 30 Minuten Online-Marketing T Schwarz – 2012 – books.google.com … und E-Mails. Ihren Telefon-Service ergänzen manche Unternehmen, indem sie Informationen auch rund um die Uhr online anbieten oder ein automatisches E-Mail- Response-Management-System einsetzen. Wichtig ist auch … All 2 versions Cite

Entwicklung und Einführung eines systematischen Reklamationsmanagements L Liem – 2010 – content.grin.com Page 1. Lukas Liem Entwicklung und Einführung eines systematischen Reklamationsmanag ements Am Beispiel eines schweizerischen Krankenversicherers Masterarbeit Dokument Nr. V163491 http://www.grin.com/ ISBN 978-3-640-79505-5 9 783640 795055 Page 2. … Related articles Cite

Instrumente des Online-Marketings RT Kreutzer – Praxisorientiertes Online-Marketing, 2012 – Springer Page 1. Organisatorische Verankerung des Online-Marketings 101 4 Instrumente des Online-Marketings Der Erfolg bietet sich meist denen, die kühn handeln, nicht denen, die alles wägen und nichts wagen. [Herodot] Lernziele … All 2 versions Cite