AppFoundry: The Genesys Marketplace Experience

Hello everyone,

Could anyone recommend an AppFoundry solution for email management?

I have a customer looking for a tool that can support the following requirements:

1. Email Thread Management

• Full and accurate conversation thread view.

• Ability to navigate through individual emails within a thread.

• Ability to reply from any point in the conversation, including handling attachments.

2. Advanced Search and Historical Context

• Email preview capabilities.

• Full search across the entire email history.

• Access to older emails, even outside the current interaction.

3. Personal Inbox Management

• Ability to flag, categorize, and prioritize emails.

• Flexible inbox sorting and organization.

• New email notifications.

4. Content Control

• Ability to edit, remove, or clean up previous email history.

• Full control over the content being sent to the customer.

I would greatly appreciate any recommendations or experiences you can share.

Thank you in advance.

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Cristian Acuna
Senior Customer Success Manager
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Hi Cristian,

Based off your requirements, the nearest recommendation available on the Genesys AppFoundry would be Email Center by QWI. It acts like a true desktop email client directly inside Genesys Cloud and covers your specific needs for multi-thread conversation navigation, advanced history searches, and custom metadata tagging.

Here's the link for your reference:
https://appfoundry.genesys.com/filter/genesyscloud/listing/37de3db1-639e-4491-bb33-b1c5a61e7c9b

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Czar Dominic Ebriega
Digital Experience Engineer
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Hi Cristian,

The solution already mentioned appears to address many of the email management capabilities you're looking for.

Depending on the customer's priorities, it may also be worth evaluating Mediabriz alongside it.
Mediabriz complements existing applications and workflows by adding an additional layer of content visibility and management, without requiring agents to change the way they work today.

Agents can preview email attachments and associated content inline, quickly search and locate relevant conversation context, and organize important information using highlights, comments, and follow-ups. In addition, Mediabriz provides management dashboards with insights into content activity and usage across digital conversations.

A combination of solutions may provide a more complete experience, depending on which capabilities are most important to your customer.

Mediabriz is available with a free trial, making it easy to evaluate whether these additional capabilities add value in your environment.

You can find it on AppFoundry here:
 https://appfoundry.genesys.com/filter/genesyscloud/listing/68177450-d974-4fe4-8871-396f8c943d38

If you have any questions or would like additional information about the Mediabriz solution, I'll be happy to help.

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Adva Zvieli
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