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.Solution Architecture v13.2

Owned by Former user (Deleted)
Mar 19, 2020
1 min read

CIM Profiles & Interactions mainly consist of the following objects:

  1. Customers -  A person approaching the call center through a call center 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.