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Customer Interaction Manager

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Track customer journeys across channels

Customer Interaction Manager (CIM) is a company directory/ phonebook, storing customer and internal user identities such as phone numbers and chat ID’s. It can be used either with a contact center, or by UC users on a CUCM using either Jabber or IP Phone services.

CIM allows you to plan, execute and track any form of customer interaction across all interaction channels (chat, voice, email,..), and analyze the same with an AI tool/ NLU of your choice. Synchronize data with external sources via LDAP, such as your CRM, your internal Active Directory for telephony users, and store all information on-premise. For user/ customer identities that carry a presence status (Skype, Microsoft Teams, Webex Teams, FB Messenger,…), the real-time presence status can be shown in the search results.

Customer Profile and phone book. Interaction History. Customer Context.

Manage customer profiles with:

  • Various customer identities (= channels) such as phone numbers, email address. Works as a Contact Address Book or Phone Book for click to call or click-to-chat
  • Any customizeable field such as Customer preferences such as preferred language, contact timings, secured PIN, preferred agent or classification such as VIP, malicious, or more.

The customer profile automatically pops up on the screen when a call or chat from that customer comes in. Context-sensitive interaction history is presented to the agent for journey tracking. 

An interaction could be an inbound call having an IVR activity (an IVR trail) and one or more agent activities such as call wrap-up/ call transfer / conference call. Other interaction types inlcude SMS, Email, chat, social media.

CIM can be synchronized with one or several external tools or directories via LDAP. This gadget is currently available for UCCE and UCCX, the autumn 2019 release will be available in Jabber and IPPS for CUCM users.

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Track, Analyze, Predict with AI

Having all your interactions tracked in CIM, you can use these activities for tagging, such as tagging a recorded voice file with information from that an agent entered. You can then analyze them, extract information and predict actions. Expertflow Hybrid Chat  for example uses an NLU to extract intents and entities from a chat message. I then uses a conversation engine to predict the next best answer. The original message, recognized intents, entities and actions are then forwarded to the callcenter agent, all retrievable over the same chat channel. A chat session with a customer is a subscription to activities for a certain customer.

Campaigns

Linking customer profiles to campaign contacts, ExpertFlow Campaign Manager makes it possible to create campaigns based on customer identifiers such as VIP, malicious, DNC or any other field.

Based on the history of calls to the customer, the business can also decide a better customer engagement policy, such as to provide a promotion to eligible or interested customers only.

*Integration with Expertflow Campaign Manager is a part of a future release

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Callback Solution

Schedule an automatic callback for an abandoned call or other call outcomes. Based on the outcome of the last interaction, the solution can automatically push certain contacts for a callback.

Customers can also request for a callback from the company website through Expertflow web widget. Each callback request is  also logged in CIM as part of the customer interaction history. 

*Integration with Callback Solution is a part of a future release

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Quality Assurance / Surveys

Together with Collaboration Surveys, CIM creates an activity for each post-interaction survey happened with a customer. The survey interaction contains the rating or satisfaction score given by a customer to a customer interaction.

These survey scores are available within the Interaction History gadget to supervisors to take further actions, for instance, rate the performance of the agent by taking into account the customer satisfaction feedback. Surveys and the related calls are all grouped under the same interaction.

*Integration with Survey solution is a part of a future release

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Tagging and Wrap up

With CIM Wrap-up gadget, an agent can add tags or labels and assign wrap-up reasons to a customer interaction. The tagged interaction is stored in CIM. 

This helps to have reason-based segregation of interactions in reports.

*Integration with Tagging & Wrap-up gadget is a part of a future release

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Agent Guidance Scripts

With Expertflow Agent Guidance, Cisco contact center agents can use pre-designed call scripts on an inbound/outbound interaction.

CIM creates an activity and stores a link to the customer feedback or the filled-in agent script as part of a customer interaction along with all related SIP call legs for reporting purposes.

*Integration with Agent Guidance is a part of a future release

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EU GDPR

The EU GDPR regulation requires since 25 May 2018 to protect any personal data of EU citizens. This includes the right to have personal data deleted or modified upon a citizen request. CIM links and groups together all information per customer occurring in a contactcenter. By doing so, it allows you to identify, retain, protect, modify and delete personal data in a systematic way.

Integration with Cisco Context Services

CIM replaces (or syncs) with the following Cisco Context Service (CCS) objects, and provides the same API’s. Objects are defined as follows:

  • CIM Customer = CCS Customer
  • CIM Activity = CCS Activity/ POD. This can be an agent screen activity, a chat message (in Context services an entire chat is an activity – which in CIM is an interaction), a SIP leg in a call, call tagging, or a filled in questionnaire (agent guidance, customer survey or supervior QA score)  
  • CIM interaction = CCS Request. This groups together several SIP call legs into one single call. For an outbound campaign, multiple call attempts, the call, and the result of the questionnaire filled in by the agent.

CIM also adds the notions of

  • channel – a company or customer can have multiple channel ID’s, namely for chat
  • agent
  • ticket – or issue. This can span multiple interactions or calls, and have a long duration and has a status.

Customer Interaction Management

Schedule, track, score customer interactions and context, linked to your CRM
Campaigns
Multi-channel outbound campaign manager, directly from a CRM
Callback
Callers can request a callback either from a webpage or while waiting in a calling queue
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Customer Profiles
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs
Interaction history
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Agent Guidance
Scripted call guides and forms for agents
Tagging and Wrap up
Add tags/ labels/ wrap-up reasons to interactions
Voice Recording
A simple, single-location integrated voice recording solution