OMNIWorks universal contact routing engine provides skills-based routing of email and faxes to improve handling time by queuing and routing emails sent to specific groups or departments within your organization. The universal routing engine is designed to route, track, respond to and manage high volumes of customer email.

OMNIWorks can prioritize email, send automatic acknowledgements to assure customers their inquiries are being handled, and set realistic expectations as to when a response should be expected. An automatic acknowledgement can be created for each email points of contact to ensure appropriate information is being provided.

OMNIWorks allows agents to respond to customers email inquiries with the same personalized care as conventional voice calls and gives managers the tools to effectively supervise this aspect of customer communications.