Customer interaction management explained

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

Notes and References

  1. Web site: What is CIM? How does it differ from CRM? . Destination CRM . 2002-09-13 . 2014-01-15 . https://web.archive.org/web/20140116132503/http://www.destinationcrm.com/Articles/Older-Articles/Experts-on-Call/What-is-CIM-How-does-it-differ-from-CRM-45200.aspx . 2014-01-16 . dead .
  2. Web site: Two MSC companies unite on customer experience front . . 2013-12-17 . 2014-01-15 . A. Asohan.
  3. Web site: Synchrony Makes Deal . https://web.archive.org/web/20140610235724/http://www.highbeam.com/doc/1G1-66996318.html . dead . 2014-06-10 . . . 2000-11-15 . 2014-01-15.

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