Customer Interaction Manager

The Customer Interaction Manager (CIM) by Expertflow is a solution designed to track and manage customer journeys across various channels, facilitate real-time communication, and integrate with CRM software, marketing tools, and AI solutions. This product caters to businesses of different sizes and is utilized by contact center managers, customer service managers, sales managers, marketing managers, and businesses in the retail industry.

Key Features

Hybrid Chat (Cust – Agent – Bot): According to the vendor, the product enables real-time communication between customers, agents, and chatbots across multiple channels, whether used standalone or integrated with Cisco or Freeswitch/FusionPBX voice environments.

CX: The vendor states that the product acts as a customer data platform (CDP) that stores customer profiles with various identities such as phone numbers, chat IDs, and browser IDs. It also tracks and manages customer journeys across all channels (voice, chat, web), with an emphasis on real-time communication.

CRM Connectors: According to the vendor, the product shares customer interaction data with CRM software to enhance customer relationship management. It also integrates with marketing tools and AI solutions to further enhance the overall customer experience.

Contact Center: The vendor claims that the product allows for planning, tracking, and executing customer interactions across multiple channels such as chat, voice, web, and email. It provides AI/NLU tools for analyzing and predicting customer actions and offering answer suggestions.

IVR and Speech AI: According to the vendor, the product tracks interactions at a granular level, including spoken sentences and chat messages. It supports IVR activities and agent activities such as call wrap-up, call transfer, and conference calls. It also provides speech AI capabilities for extracting intents and entities from chat messages.

Campaigns: The vendor states that the product links customer profiles to campaign contacts, allowing businesses to create campaigns based on customer identifiers such as VIP status, malicious behavior, or other customizable fields. This enables businesses to engage with eligible or interested customers based on their call history.

Callback Solution: According to the vendor, the product enables scheduling automatic callbacks for abandoned calls or other call outcomes. It allows customers to request a callback from the company website through the Expertflow web widget, and logs callback requests as part of the customer interaction history.

Quality Assurance / Surveys: The vendor claims that the product conducts post-interaction surveys with customers and creates survey interactions. It captures customer satisfaction scores and makes them available to supervisors for further actions. It also allows supervisors to rate agent performance based on customer satisfaction feedback.

Tagging and Wrap up: According to the vendor, the product allows agents to add tags and assign wrap-up reasons to customer interactions, helping segregate interactions in reports based on tags and wrap-up reasons.

Agent Guidance Scripts: The vendor states that the product provides pre-designed call scripts for Cisco contact center agents, creates activities, and stores links to customer feedback or filled-in agent scripts as part of customer interactions. It supports reporting purposes by capturing related SIP call legs.