The email management solution for Genesys Cloud
The standard functionality of Genesys Cloud CX in an email channel offers a whole host of options for recognizing smart routing and answering emails within a customer contact environment. But… What if your email process is just that little bit more complex?
About Frontline Mail Manager
The Frontline Mail Manager (FMM) was developed to enhance the limited email handling capabilities of Genesys Cloud CX. Standard handling options are clearly focused on replying to a message after which the interaction is complete. The reality is often that an email interaction contains several back and forth messages before it is closed. FMM deals handily with this issue by adding ‘threads’ in which several emails become linked to each other.