16. What is Customer Interaction Center..? An application component that provides a multi-level, integrated platform for interactive processing of business transactions. The Customer Interaction Center's extensive functions enable agents to provide maximum customer service, process incoming and outgoing calls, as well as analyze and solve problems fast and effectively.
17. Typical Uses of the CIC: Identification The CIC enables the customer service agent to quickly identify the customer or process, even if the customer's details are incomplete.
18. Typical Uses of the CIC: Identification Once the customer has been identified, the agent can display information on the customer, his or her installations, as well as previous and current transactions.