What do you mean by "interaction manager?" An interaction manager is a type of software designed to select responses to customer (or prospect) actions during a real-time interchange. It integrates with different touchpoint systems, such as Web sites and call centers, so the rules used to select the responses are consistent regardless of which system the customer is using to contact the company.

How does an interaction manager differ from a regular customer relationship management (CRM) system? Those systems can also use rules to respond to customer actions, and some even manage different channels from a single database and rule base. But while those systems only manage interactions through touchpoints they control, the interaction manager is a sort of "advisor" to which many different touchpoint systems go for help.

Register or login for access to this item and much more

All Information Management content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access