CIM Profiles & Interactions mainly consist of 3 generic extendible the following objects:
Customers - Every contact approaching the system through any channel is identified as a customerRequests - A Request is the interaction context that the customer is approaching and can refer to for any past interaction.
Interactions - An interaction stores information about the communication taken place through the respective channel.
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All client applications including IVR, Finesse gadgets, and 3rd party applications access CIM via REST APIs to fetch and store information from, to CIM.
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Workflow
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