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.
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