Customer Interaction Management (CIM) is a category of investments that include hardware and software to connect with customers. These investments typically include telephone switches, IVR (Interactive Voice Response), web-sites, email, CTI (computer telephony integration), Dialers, and Channel Management applications.
The Contact Center infrastructure technology that delivers contacts to agents:
- Dynamic Campaign Blending
- Campaign VoiceMail
- Predictive Dialing
- Inbound Call Routing
- Call Transfer
- ANI & DNIS for Inbound
- Automatic Route Selection
- Multi-Number Dialing
- AutoPilot
- Campaign API
- SuperCampaigns
- Third-Party Connect
- Voice Agent with Routed Auto Transfer (IVR)
- Compliance Management
- CTI Integration w/ major switches (Avaya, Nortel, Siemens, etc.)
