What is Customer Interaction Management (CIM) technology?

CIM technology is a family of software applications that is designed to help a contact center to process and report on voice, email, chat and other interactions. CIM technology can be customized to each contact center. Its predecessor was called CTI technology, which was the integration of telephone systems with computer systems, however, CIM technology provides much more than that. The diagram below shows the full range of customer interaction management applications that are available. Hover over each area to learn more.