Name: Customer Interaction Manager
Price: 108 USD
Author: Expertflow

Help Desk

Kiosk

Web and Video Conferencing

Customer Support

Agile Development

Image Recognition

Service Mesh

Development

Alumni Management

School Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Enhanced 911 (E911)

Enterprise

Accounting

Invoicing

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Vendor Management Systems (VMS)

Workforce Analytics

Workforce Management

Human Resources

Application Lifecycle Management (ALM)

Cloud Cost Management

Cloud Storage

Database Performance Monitoring

Email Verification

Fraud Detection

IP Address Management (IPAM)

IT Asset Disposal

Integration Platform as a Service (iPaaS)

License Management

Low-Code Development

Managed IT Service

Master Data Management (MDM)

Network Diagnostics

Network Performance Monitoring

Network Simulation

NoSQL Databases

Rack Servers

Tape Storage

Wireless LAN

Workload Automation

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Digital Rewards

Email Marketing

Marketing Automation

Online Proofing

Screen and Video Capture

Social Media Management

Survey & Forms Building

Video Editing

Web Analytics

Website Builder

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Consulting

Sales

API Security

File Integrity Monitoring

Security Orchestration, Automation and Response (SOAR)

Security

Animation

Construction Management

Debt Collection

ID Card

Last Mile Delivery

Municipal

Vertical-Specific

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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.

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What is Customer Interaction Manager?