Through a partnership with Kana Communications, Ensemble offers an optional module that sends automatic replies or provides agents with suggested answers to customers' e-mail messages. You can create scripts so that, for example, if a customer calls your center to check an account balance, Ensemble notifies an agent whether the customer is eligible for a special promotion. Ensemble also lets you view real-time statistics and historical reports for all forms of communication. For example, you can produce reports that include statistics about inbound calls, outbound calls, e-mail messages and Web callback requests related to a particular marketing campaign. Ensemble works with your center's existing databases and customer relationship management software, including software from Siebel Systems and Silknet.
Separate modules are available for routing inbound calls, outbound calls and e-mail.
Davox also offers a reporting module. Davox also released a new version of its call blending system, Unison 4.1, which now routes Web callback requests along with outbound and inbound calls.