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Solution Architecture

Owned by Former user (Deleted)
Last updated: Mar 19, 2020

CIM Profiles & Interactions mainly consist of the following objects:

  1. Customers -  Every contact approaching the system through any channel is identified as a customer

  2. Interactions - An interaction stores information about the communication taken place through the respective channel.


All client applications including IVR, Finesse gadgets, and 3rd party applications access CIM via REST APIs to fetch and store information from, to CIM.