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 interact...