Customer Profiles & Interactions
Add/update customer profiles (name, preferred language/agent/time to call, TPIN etc...,) and get customer screenpop on Finesse. View interaction history along with customer screen pop on the agent desktop.
Caller-based routing with VIP, regular, malicious callers being routed using the caller profile. Seamlessly integrate with your CRM through CIM integration APIs.
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. Activities tie together all interactions for a particular customer. 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, Recording Link, Call Disposition,
- Outbound Campaign Response
- Link to the form filled by the agent (ExpertFlow Agent Guidance)
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).
It also supports customer lists, for example for VIP customers, gold customers, prank calls, malicious callers, black lists. 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.
This also serves as a mini ticketing solution allowing agents to open or close cases or requests based on customer interactions.
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 or Cisco Context Services with the interfaces that CIM exposes. Alternatively, you can also sync customer data changes recorded within your CRM, with CIM using CIM SDKs.