Customer Interaction Management

Customer Interaction Management helps organizations execute effective and efficient interactions with their customer and prospects. These Interactions must be consistent and tailored to the customer needs, based on the segment of the customer, the service required and the used channel.

Genesys Customer Interaction Management (CIM) platform - the powerful, proven core of the Genesys software suite - automatically captures, routes and manages, integrates, orchestrates, and reports on Inbound and Outbound customer interaction of all types, based on a company's specific criteria to guarantee the timely and proper treatment of each individual interaction.

Benefits of CIM

• Handles customer interactions from a unified platform so that enterprise can choose any communication channel- including voice, video, IP Telephony, E-mail, chat, SMS, Web, Mobile, work item, and self services.
• Enables advanced routing for customer interaction via a universal routing engine that provides a single queue for all customer transactions in any channel.
• Helps to achieve your business goals as they relate to the customer's experience- cutting costs and meeting SLAs, optimizing the experience of high volume customers.
• Being open and standards-based, it allows developers to access data from across the enterprise whether it's stored in legacy data systems or current databases with SOA.
• Leverages customer data and context while minimizing costs, to orchestrate the resources of the company and provide a consistent experience across all customer touch points; centralizes development, and administration of customer workflow to simplify management of all customer interactions.

Features of CIM

• Customer experience and touch point Audit.
• Customer segmentation needs assessment and profitability analysis.
• Customer segment value proposition and experience design.
• Virtual resource capability routes customer interactions to the best available resource across multiple sites.
• Open integration with external applications such as business rule management system (BRMS) and business process management (BPM) system.
• Real-time and historical reporting provides pre-defined customizable reports on agent, business, and interaction life cycle statistics.
• Routing, from basic to highly sophisticated, helps meet objectives for customer segmentation and differentiated service with choices, including screen pop, data-driven routing, agent profile/skills-based routing, last agent/relationship-based routing, cost-based routing, service-level routing, and workforce routing.