eFrontMail® provides unsurpassed email management capabilities for contact centres. Just like calls, emails are routed to agents based on their skill sets. Emails are tracked by the system and this provides an audit trail of where the email is, who is handling it and how long it has been in the system. eFrontMail contains advanced functionalities like email ownership, escalation, same agent routing, templates, auto-acknowledgement, history and conversational topic tracking, merging and splitting.