Spam threatens e-mail customer service

Spam e-mails block electronic customer services
Companies with a high rate of incoming e-mails, such as e-commerce providers or the public authorities, are struggling to cope with the flood of incoming spam e-mails. The problem: digital customer service is suffering and instead of answering customer e-mails, agents are losing time sorting electronic junk mail. Because most e-mail management systems which are implemented to make processing customer queries easier for call center staff are unable to differentiate between customer requests and junk e-mails. novomind AG’s novomind iMail™ solution is the first e-mail management system to include the inbuilt webwasher spam filter.

novomind iMail™ includes an integrated spam filter
Until now, companies with a high rate of incoming e-mails needed to operate two separate systems. The first separated customer requests from spam e-mails. The second sorted the customer requests and distributed them, e.g. to the relevant service agents. The result: high administration and operation costs for two separate systems, reducing the potential savings from an e-mail management system by up to 50 percent. By collaborating with webwasher, novomind is able to offer the first e-mail management system to come with a fully-integrated spam filter. The new technology recognizes over 90 percent of all incoming spam e-mails, making it the most efficient spam filter currently on the market. The e-mails are filtered using a number of different spam recognition mechanisms, and the "clean" e-mail is then processed further by novomind iMail™. E-mails which have been identified as spam can be permanently deleted by the novomind iMail™ Supervisor. There is just one system to manage, meaning less administration time and lower costs.

About webwasher AG
webwasher AG is one of the leading providers of internet content security solutions for companies internet service providers (ISPs) and public authorities. By implementing proprietary technologies and cooperating with leading technology partners, the company develops and markets innovative products for the growing content security management market. Companies can utilize internet access management tools, internet content filters, e-mail and spam filters, virus protections and reporting applications to optimize their online presence and protect themselves from security threats and unwanted content from the internet. The server-based webwasher solutions have been implemented worldwide by over 6000 companies and ISPs – the European portfolio includes T-Online, the HypoVereinsbank, UBS and Wincor Nixdorf and US clients include 30 Fortune 500 companies. webwasher AG has set up strategic partnerships with Network Appliance, Cisco Systems, Check Point, Computer Associates and Network Associates. www.webwasher.com

novomind: software solutions for professional customer communication
novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.

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