Using a Telephony Solution To Route Email vs an ERMS

Posted on 8/13/2012 by Scott Whitsitt in Best Practices ACD Routing

One of the more common questions we get from prospects has to do with using an existing telephony solution to route incoming email to agents, versus using an Email Response Management Software (ERMS) package like iService. This is a great question, and there are some big differences between routing and managing voice calls versus email. But, whether or not it makes sense to use a full ERMS often depends on several factors such as the number of messages you need to manage.

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