Customer interaction management

Customer Interaction Management (CIM) refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organisation and its customers.[1] Normally, a CIM application will be deployed in a contact centre and used by the agents while communicating with clients customers of the organisation.[2][3] Customer Interaction Management systems handle communication across multiple different channels, such as (but not exclusive to) e-mail, SMS, telephone, Instant Messaging, whitemail (scanned documents) and social media.[2][3]

See also

References

  1. ↑ "What is CIM? How does it differ from CRM?". Destination CRM. 2002-09-13. Retrieved 2014-01-15.
  2. 1 2 A. Asohan (2013-12-17). "Two MSC companies unite on customer experience front". The Malay Mail. Retrieved 2014-01-15.
  3. 1 2 "Synchrony Makes Deal". The Cincinnati Post. HighBeam Research. 2000-11-15. Retrieved 2014-01-15.
This article is issued from Wikipedia - version of the 10/28/2016. The text is available under the Creative Commons Attribution/Share Alike but additional terms may apply for the media files.