Digital Signatures and Automated Content Categorisation for Email and SMS Communications Added to e-Messaging Solution, Reducing Call Centre Costs and Improving Customer Service

Windsor, UK, 18th May 2009 – Pitney Bowes Business Insight, the leading global provider of location and communication intelligence offerings, today announced the immediate availability of a new version of its e-Messaging solution. With enhanced control and flexibility, e-Messaging v1.1 enables businesses to effectively manage and automate two-way email and short message services (SMS) communications. e-Messaging v1.1 provides auto-categorisation of inbound messages and the digital signing of outbound communications, improving call centre operations, customer service, archiving and regulatory compliance.

A critical component of the Pitney Bowes Business Insight Customer Communication Management (CCM) suite, the e-Messaging solution provides complete message delivery management, communication analysis and reporting, and archiving of print, electronic and mobile communications.  Traditionally, organisations would have needed to integrate three or four solutions from different vendors in order to achieve the same end-to-end functionality.

The new content categorisation feature in e-Messaging v1.1 automatically prioritises and routes inbound email and SMS messages to the appropriate personnel based on the message’s content and urgency. This streamlines response and auto-response processing for inbound messaging, improving the overall customer experience. Additionally, to guarantee the authenticity of sent messages, e-Messaging v1.1 has a built-in digital signature capability to ensure trust in email communications from senders to their customers.

One of Europe’s largest travel groups is integrating the Pitney Bowes Business Insight e-Messaging solution into its CCM suite to develop a holistic communications system across the company’s multiple brands.  The e-Messaging solution enables the company to manage large email volumes across its different brands and deliver critical information through personalised email.  This is generating immediate and tangible cost savings across the travel group’s marketing department and contact center as well as improvements to its customer service levels.

Gaston Hummel, Director e-Messaging Solutions, Pitney Bowes Business Insight explains: “Organisations are under great pressure to deliver personalised customer communications in a variety of formats, including email and SMS messaging, without sacrificing service or security. As part of the CCM integrated suite of tools, e-Messaging supports two-way communications - from composition to delivery to reporting and managing responses - to meet the needs of both the recipient and the sender.  e-Messaging addresses all aspects of email and SMS customer communications, which previously could only be achieved through the complex integration of three or four solutions from different vendors in order to achieve the same end-to-end functionality.”

The Pitney Bowes Business Insight CCM suite simplifies the gathering and manipulation of data, streamlines document creation and distribution, and ensures that customer communication information is accessible and secure. Organisations can leverage the e-Messaging v1.1 solution with existing Pitney Bowes Business Insight offerings, including DOC1®, e2™ Account Management Suite and DataFlow™, or as a stand alone solution.