This document is a technical solution description of CIM providing brief details on the product features and architecture with all necessary solution prerequisites

Introduction

Customer Interaction Manager (CIM) acts as a single repository to store customer interactions. It receives and retains all interactions of a customer with the call center for tracking a 360-degree view of a customer journey. It provides interfaces to capture real-time and historical information for callers/customers. Administrators can define and extend the contents of the customer and request objects, attaching fields and information to them as per their requirements.

Business Features

Workflow

Solution Architecture

Deployment Models

Solution Security

Solution Prerequisites