Customer Interaction Manager
Customer Interaction Manager
About Customer Interaction Manager
Customer Interactions manager maintains customer profiles and interaction history across different channels. With the help of CIM, you can plan, track and execute customer interactions across different channels (chat, voice, web & email) in parallel.
CIM allows you to use AI/NLU tools to suggest relevant answers thus automating interactions.
CIM data can be used along with a Digital Marketing solution to obtain a Customer Experience Management solution.
CIM also provides APIs that can be used on the CRM side to sync interactions at a granular level (spoken sentences, chat messages).
With the help of CIM Finesse gadget, the customer's profile can be popped up and agents can also view their previous interaction history.
Key benefits of Customer Interaction Manager
- A customer profile can be added/updated and maintains all relevant information such as (name, preferred language/agent/time to call, TPIN, etc...,). DIfferent labels/tags such as VIP, repetitive, malicious callers, etc. can be assigned to a customer's profile for caller-specific routing. Last Agent Routing information is also maintained so that caller can be connected to the same agent.
- CIM finesse gadget for agents supports search, click-to-dial, pop-up, and viewing interaction history.
-The interaction history across all channels (voice calls, chats) is linked with the customer's profile, and the recorded voice files or exchanged chat pictures are also attached. The interaction history can store different activities on the IVR level, notes/wrap-up added by the agent. It also maintains chat metadata, transcripts and files exchanged during the session. It also stores Post Collaboration Survey responses and links to any form filled by an agent.
For now, the customer interaction history tracks and shows only voice calls and outbound SMS activities.
- CIM APIs are available for integrating static customer information and interaction histories with any CRM
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Customer Interaction Manager FAQs
Below are some frequently asked questions for Customer Interaction Manager.Q. What type of pricing plans does Customer Interaction Manager offer?
Customer Interaction Manager offers the following pricing plans:
- Starting from: USD 108.00/year
- Pricing model: Subscription
- Free Trial: Available
per concurrent agent or 2500 interactions
Q. Who are the typical users of Customer Interaction Manager?
Customer Interaction Manager has the following typical customers:
501–1,000
Q. What languages does Customer Interaction Manager support?
Customer Interaction Manager supports the following languages:
English
Q. Does Customer Interaction Manager support mobile devices?
Customer Interaction Manager supports the following devices:
Q. What other apps does Customer Interaction Manager integrate with?
We do not have any information about what integrations Customer Interaction Manager has
Q. What level of support does Customer Interaction Manager offer?
Customer Interaction Manager offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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