Mutare Software Announces Mailbox Escalation Express Application
August 16, 2010
Mutare Software announced today the introduction of Mailbox EscalationTM, the fourth of five Express AppsTM that will be introduced over the next few weeks. The Mailbox Escalation application continuously monitors selected voice mailboxes for un-played messages and, after a specified period, sends a "messages waiting" email notification to assigned addresses in a pre-designed pattern, ending the escalation once the message is played. Primarily used by call centers and other customer service lines, Mailbox Escalation assures that calls are responded to quickly and service level goals are met, even when primary agents are unavailable. Mailbox Escalation provides rapid ROI by reducing the need for on-site, after-hour or weekend staffing while enhancing customer service. The application resides on a customer-provided Windows server (can be a virtual server) and works with Avaya Modular Messaging systems, release 3.1 or later.
A Mutare Software Express App is an off-the-shelf, value priced, quick-install solution that automates a specific business process. These low-priced applications address special communication challenges and streamline labor intensive processes resulting in lower labor costs and higher customer satisfaction. Value prices include a perpetual right to use license, remote installation on a customer provided server, training, documentation and 90 days warranty.
"A number of our customers come from a legacy Octel environment and this is a feature that is no longer available on new platforms when Octel owners upgrade to new voicemail systems," said Scott Brown, Mutare Software Director of Sales. "They are particularly happy to have the feature back, and with the value-added enhancements found in the Mutare solution. However, our biggest fans are organizations with call centers serving customers around the clock. Not only does this application assure prompt attention to waiting messages, but it also allows our customers to significantly enhance service and responsiveness with the staff on hand."
Other Express Apps recently introduced by Mutare include Voice Forms, a time and resources-saving tool for creating and responding to voice-based forms; Password Reset, a self-service application for Avaya Modular Messaging that allows users to reset their own passwords; and Out Caller, a switch-agnostic application that automates outcall campaigns for the delivery of notices, appointment reminders and more.
In the coming weeks, Mutare Software will announce the availability of its fifth Express App, Message Monitor , another call center administrative tool for Modular Messaging that tracks and records activity in agent voice mailboxes for real-time monitoring and subsequent reports.
About Mutare Software
Mutare Software is changing the way business communicates. Innovative messaging solutions such as EVM PlusTM and giSTTTM enable employees to read voicemail messages in email for faster decisions, profitable transactions, and closer relationships between customers, employees and suppliers. Mutare is known for its voice and web self-service applications, call center administration tools, and custom Interactive Voice Response (IVR) solutions that deliver high value and improve customer service. Visit www.mutare.com and see what Mutare Software can do for your bottom line.
