Customer Interaction Management (CIM) refers to a type of Enterprise Software Application

Enterprise software

Enterprise software, also known as enterprise application software , is software used in organizations, such as in a business or government, contrary to software chosen by individuals...

 which is responsible for managing the interaction between an organisation and its customers. Normally, a CIM application will be deployed in a contact centre

Contact centre (business)

A contact centre is a facility used by companies to manage all client contact through a variety of mediums such as telephone, fax, letter, e-mail and increasingly, online live chat....

 and used by the agents while communicating with customers of the organisation. Customer Interaction Management systems handle communication across multiple different channels

Channel (communications)

In telecommunications and computer networking, a communication channel, or channel, refers either to a physical transmission medium such as a wire, or to a logical connection over a multiplexed medium such as a radio channel...

, such as e-mail

E-mail

Electronic mail, commonly known as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Modern email operates across the Internet or other computer networks. Some early email systems required that the author and the recipient both be online at the...

, SMS

SMS

SMS is a form of text messaging communication on phones and mobile phones. The terms SMS or sms may also refer to:- Computer hardware :...

, telephone

Telephone

The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...

, Instant Messaging

Instant messaging

Instant Messaging is a form of real-time direct text-based chatting communication in push mode between two or more people using personal computers or other devices, along with shared clients. The user's text is conveyed over a network, such as the Internet...

, whitemail (scanned documents

Image scanner

In computing, an image scanner—often abbreviated to just scanner—is a device that optically scans images, printed text, handwriting, or an object, and converts it to a digital image. Common examples found in offices are variations of the desktop scanner where the document is placed on a glass...

), and so on.