Customer Interaction Manager

Customer Interaction Manager receives and retains all interactions of a customer with the contact center for keeping a 360-degree view of a customer's journey across different channels. It can be integrated with Cisco or Freeswitch/ FusionPBX voice environments. Customer Profiles can act as a phone book, and directory, providing search, click-to-dial, and popup capabilities. An agent or administrator can also add/update customer profiles (name, preferred language/agent/time to call, TPIN, etc...,). Using CIM, an agent can view the customer's interaction history across all channels (voice calls, chats), and link attached media such as recorded voice files or exchanged chat pictures. Customer profiles pop up upon call/chat/email arrival, along with the customer interaction history in a Finesse Agent Gadget. The interaction history tracks customer interactions with the call center across all media. All caller interactions are stored in CIM as activities. These Interactions tie together activities for a particular customer in one session (for chat, within a 24 hours interval). Activities are for example: IVR menus that the customer selects Notes/ wrap up provided by the agent. Website URLs that the customer has previously visited (if integrated with an appropriate CMS plugin and online marketing tool) Chat metadata (of Expertflow chat). Survey responses of EF Surveys Chat/Email/ SMS transcript Agent Interaction Data - AgentID, Queue, Call Duration, Call Disposition, Outbound Campaign calls Link to the form filled by the agent (ExpertFlow Agent Guidance) Link to the recorded voice file from EF Recording or a 3rd-party Voice recording solution (currently Zoom or Andtek). New activities can be created and used by administrators. It also stores information about the last agent that a client interacted with and this information can be used to re-route to the same agent when the client contacts again. In CIM, different labels can be assigned to customer profiles such as VIP, repetitive, malicious callers which can be used for routing decisions later. CIM can also seamlessly integrate with your CRM through its APIs for static customer information and interaction histories. For now, the customer interaction history tracks and shows only voice calls and outbound SMS activities.