Pitney Bowes Business Insight Announces New Version of e-Messaging Solution for Utility Billing and Customer-Care

Version 1.1 Adds Digital Signatures and Automated Content Categorization for Email and Short Message Service Communications to Reduce Call Center Costs and Improve Customer Service

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 service (SMS) communications. e-Messaging v1.1 provides auto-categorization of inbound messages to streamline electric, gas and water utility company call center operations and digitally signed outbound communications to improve 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. The new content categorization feature in e-Messaging v1.1 automatically prioritizes and routes inbound email and SMS messages to the appropriate personnel based on message content and urgency. This streamlines response and auto-response processing for inbound messaging, improving the overall customer experience. 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.

"Customer demand to receive immediate and up-to-date billing and account information delivered via mobile devices continues to grow," says Chris Cherry, director of communications vertical Strategy, Pitney Bowes Business Insight, "In response, utility companies need to be able to quickly and securely deliver critical information through personalized email and SMS and effectively manage increased email volumes across services. With the e-Messaging solution, utilities can gain immediate and tangible cost savings across billing and marketing departments and the contact center. In addition, customer service levels drastically improve, to help increase customer and brand loyalty."

"Utility companies are under more pressure to deliver personalized customer communications in a variety of formats, including email and SMS messaging, without sacrificing service or security," said Gaston Hummel, director e-Messaging Solutions, Pitney Bowes Business Insight. "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. Previously, organizations would have needed to integrate 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. Organizations can leverage the e-Messaging v1.1 solution with existing Pitney Bowes Business Insight offerings, including DOC1®, e2™ Account Management Suite and Data Flow™, or as a standalone solution.

Pitney Bowes Business Insight will be exhibiting at CS Week Conference at Booth # 618.

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