Customer Profiles & Interactions
CIM is a company directory/ Phonebook, providing search, click-to-dial or click-to-chat and popup capabilities.
Add/update customer profiles (name, preferred language/agent/time to call, TPIN etc...,) and get customer screenpop on Finesse.
View the customer's interaction history across all channels (chat, voice calls), and linking to attached media such as recorded voice files. The interaction history allows you to determine the last agent a client interacted with and use that information for re-routing.
Provide caller-specific routing by defining customer fields such as VIP, repetitive, malicious callers.
Seamlessly integrate with your CRM using LDAP for static customer information, and the CIM API's for full interation histories..
Finesse gadget: Customer screenpop
Customer profiles pops up on call arrival, along with the customer interaction history in a Finesse Agent desktop. The interaction history tracks interactions across all media.
Knowing which customer is calling helps agents in giving the right call treatment, and delivering a personalized customer experience. It also reduces call handling times.
View Interaction History
CIM stores all customer interactions as activities. Interactions tie together activies for a particular customer in one session (for chat, within a 24 hours interval) . Activities are for example:
- IVR menus that the customer selects
- Notes/ wrap up provided by the agent.
- Website URLs that the customer has previously visited (if integrated with an appropriate CMS plugin and online marketing tool)
- Chat metadata (of Expertflow chat).
- Survey responses of EF Surveys
- Chat/Email/ SMS transcript
- Agent Interaction Data - AgentID, Queue, Call Duration, Call Disposition,
- Outbound Campaign Response
- Link to the form filled by the agent (ExpertFlow Agent Guidance)
- Link or embedding to the recorded voice file from the Voicerecording solution (currently EF Recording, Zoom or Andtek).
- New activities can be created and used by administrators.
The Interaction history & Customer Profiles modules of CIM are premise-based and can be synchronized with Cisco Context Services or your CRM.
Customer Profiles and Lists
CIM allows you to maintain customer profiles, including identifiers (such as name, email, email, Telephony PIN), preferences (agent/language/time-to-call ,... ) and classification information (such as Gold, Platinum).
With an upcoming version, It will also support customer lists and labels, for example for identification of your VIP customers, gold customers, prank calls, malicious callers or those black listed. You can combine these from within your scripts and with our Announcements Module to give different treatments to different list of customers.
A customer interaction typically happens to address a request. Customer requests together with the customer interactions provide the complete context of why an interaction is happening.
With CIM’s Interaction History gadget, Cisco contact center agents can open new customer requests, link an interaction with a request and can also close or re-open a request based on the outcome of a customer interaction.
CTI Integration with CRM
With an existing CRM in place, the CIM APIs let you use a low-budget CTI connector to your CRM that syncs customer data with your existing CRM (such as SAP, Siebel, Microsoft Dynamics) to always show up-to-date records to agents, without a need to switch between multiple screens.
All additions/changes in customer records in CIM can be synced with your CRM with the interfaces that CIM exposes. Alternatively, you can also sync customer data changes recorded within your CRM, with CIM using CIM SDKs.
CIM APIs for integration with CRM will be available in an upcoming version