Customer interaction management

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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]

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References[edit]

  1. ^ "What is CIM? How does it differ from CRM?". Destination CRM. 2002-09-13. Retrieved 2014-01-15. 
  2. ^ a b A. Asohan (2013-12-17). "Two MSC companies unite on customer experience front". The Malay Mail. Retrieved 2014-01-15. 
  3. ^ a b "Synchrony Makes Deal". The Cincinnati Post. HighBeam Research. 2000-11-15. Retrieved 2014-01-15.