CCaaS and CRMs manage Cases.
Outlook delivers email.
Who manages the work in between?
Aportio Workbench does.
Aportio understands, prioritizes, routes and acts on email-driven work — before, between and beyond your other systems.
Know what arrived. Know what matters. Know what happens next.
Email-driven work does not begin and end with a Case.
Some work needs understanding before it becomes a case. Some work moves between people and systems. Some should never become a case at all.
BEFORE
Understand • filter • prioritize • route
Before someone engages
What is it? How urgent is it? Who is it from? Where should it go? Does it need a person — or a case — at all?
BETWEEN
Own • hand off • follow up • manage exceptions
While the work is moving
Who owns it now? Has it been handed off? Did the follow-on email reach the right person? Is something still waiting?
BEYOND
Handle the work that never belongs in a case
Outside CRM and CCaaS
Orders, accounts, bookings, procurement, operations, specialist requests, notifications and other work that lives outside the case system.
Aportio Workbench manages the email-driven work around your systems - without forcing every message into them.
OUTLOOK-ONLY SHARED INBOXES
The inbox has quietly become the workflow.
Outlook receives the work. The hard part is everything that happens next.
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Nobody is quite sure who owns it — or whether someone else is already dealing with it.
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Easy work can be cherry-picked while difficult or ambiguous work sits.
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FYIs, notifications, wrong-team requests and work that could have been automated.
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Customer knowledge, exceptions and “how we do this” often live with individuals.
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Priority is subjective. Everyone has a different view of urgent, important and “can wait”.
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Forward it, flag it, move it, message someone — then hope the hand-off sticks.
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Different people interpret and process the same request differently.
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Inbox count is not a view of ownership, urgency, demand, bottlenecks or recurring issues.
The problem is not email. It is running a business process without consistent ownership, priority, control or visibility.
WHEN EMAIL COMES THROUGH A CONTACT CENTER SOFTWARE SOLUTION
The phone queue is not an email strategy!
Contact centre software (CCaaS) is built to distribute phone calls.
But email gives you something a ringing phone does not: time and content to understand the work before you assign it.
THE PHONE MODEL
ARRIVES
AVAILABLE AGENT
That makes sense for a call.
For email, it means the agent may be the first point at which the work is actually understood.
AGENT TRIAGES
APORTIO WORKBENCH MODEL FOR EMAILS
UNDERSTAND
• Intent • Customer • Topic
TAG
• Urgency • Value • Risk
ROUTE
• Skills • Owner • Team
ACT
• Extract • Update • Respond
Use the information in the email before assignment - not after.
THE USER EXPERIENCE
Less handling. Clearer ownership. Better outcomes.
Not “AI in the inbox”. A better way to run the work arriving through it.
WITHOUT APORTIO
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to work out what it is
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customer, context, history
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to create ownership
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other systems manually
WITH APORTIO WORKBENCH
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topic, customer, urgency surfaced
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and key information is extracted
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clear ownership and priority
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actions happen where appropriate
The outcome: less manual triage, less re-keying, fewer ambiguous hand-offs and a much clearer view of what is waiting and why.
Where business arrives by email, Aportio Workbench can help.
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Insurance Provider
Minimize repetitive admin and burnout. Fee experts to focus on complex issues. Improve agent morale and retention
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Travel Package Provider
Tagging emails reduces triage time by 20%-30%, ensuring that important emails are attended to fast.
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Home Appliances
AI-driven triages slash email processing time and highlight what customers are really asking for.
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Customer Service BPO
Standardize email triage across tools, handling simple queries so staff can focus on more complex issues.
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Telecoms Provider
Route customers to the right place to find out about outages and updates without asking the agent.
Manage the work your other systems don’t.
Before the case. Between systems. Beyond the work that belongs in CRM or CCaaS.
Aportio Workbench understands what arrives by email, puts the right work in front of the right people and automates what does not need a person at all.