Sneak Peek: What’s New in MailFlow V4 ?

Thursday, November 19, 2009

Due out in November 2009 – VisNetic MailFlow improves its Scalability, Quality Assurance, Presence, Unified Messaging and Logging Capabilities.

MagGlass After a tedious 13 Month development cycle, the release of VisNetic MailFlow V4 is imminent.  As stated in an early blog post, due to the upstream penetration into larger customer service organizations – it was necessary to allow MailFlow to scale to the demands of these organizations.  The required foundation-level changes required painstaking attention to detail, was it worth it? We think so!  Additionally, new features were added that will benefit all organizations’ ability to ensure they are delivering the highest level of customer service possible to their customers, while enjoying high-availability.  Below is a list of the of the major new features in VisNetic MailFlow V4:

Load Balancing - VisNetic MailFlow now includes the ability to run multiple MailFlow instances against a single database. This allows users to distribute the MailFlow workload across multiple servers, providing increased stability, scalability and security. By employing load balancing you will immediately see improved performance and speed, a more stable MailFlow environment and you will “future proof” your MailFlow installation, ensuring that no matter how much your email traffic increases or your company grows, MailFlow will be able to accommodate your requirements.

MailFlow Load Balancing can be accomplished through distributing MailFlow Tasks such as: database maintenance, message delivery, message routing, ticket monitoring and scheduled reports over multiple servers. Another load balancing usage scenario is to install multiple MailFlow servers, then have Agents login to separate servers (e.g., Agent 1 logs into server 1, Agent 2 logs into server 2, etc.), distributing the workload between servers based on Agent logins, as opposed to tasks. Both servers will share the same database, so it will be as if they are on the same server, but the workload is distributed behind the scenes. MailFlow Load Balancing also allows for manual failover, whereby if one server goes down, another can quickly take over.

Outbound Email Approval - This new feature allows you to require certain Agents to have their outbound emails approved by a supervisor or group of supervisors before the message is delivered. Ideal for Agents in training, this feature is a safeguard that allows you to oversee and collaborate on messages before they are sent. The feature allows supervisors to deliver the message after review or send it back to the Agent to make edits before sending. It also allows supervisors to enter Notes only viewable within MailFlow to assist with the editing process.

Enhanced Alerting - New Agent level Alerts are available that provide commonly requested, immediate notifications, making Agents aware of new inbound emails, tickets assigned to them, outbound messages being approved or returned to them, and more. These new alerts provide Agents with a new level of awareness and accountability.

3CX IP PBX CRM Integration - MailFlow is now capable of producing a pop up window when an inbound call is received, displaying the contact record of the caller, providing the Agent with immediate Caller ID and email history information of the contact before they answer a call. This new feature is enabled with 3CX IP PBX for Windows and the 3CX Call Assistant w/CRM Integration. It provides a new level of phone system integration, tying different forms of communication together into one common source, and allows your Agents to provide a higher level of customer service.

Database Logging - MailFlow logs can now be saved to the Microsoft database instead of the MailFlow file system. This new feature saves disc space on the MailFlow server, allows logs to be backed up during the database backup process, and is essential for customers utilizing load balancing.

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