Customer Interaction Manager (CIM) acts as a single repository to store customer interactions. It receives and retains all interactions of a customer with the call center for tracking a 360-degree view of a customer journey. It provides interfaces to capture real-time and historical information for callers/customers. Administrators can define and extend the contents of the customer and request objects, attaching fields and information to them as per their requirements.
For a complete technical specification of the solution including solution setup prerequisites, solution architecture, deployment models, see Solution Reference.
A minor release with the capability to initiate a new SMS from CIM.
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