EchoMail provides a centralized Knowledge Library/FAQ system. The agents can either browse this hierarchically or search the KL/FAQ to find templates and edit. Our system is completely web-based. Based on authorization rights, different users can edit different types and kinds of content.

In addition, EchoMail analyzes message content through the EchoMail Business Intelligence technology. EchoMail Business Intelligence utilizes a number of analysis and search technologies including key word and rules-based searching and routing. EchoMail utilizes additional proprietary analysis protocols, which include such technologies as tree-based, Bayesian, and case-based reasoning.