Customer Interaction API

The Customer Interaction API is comprised of the following two areas.

Interaction Log

The Interaction Log API stores customer interaction history. It provides support for logging omni-channel interactions between an organization and its customer and should be integrated into communication channel interaction points. Suggested channel integration points include; IVR decision points for voice, page navigation steps for Web, sending and receiving of emails, all SMS communication, formal logging of letters received and mailshots issued, and navigation within mobile applications. Information captured related to interactions include customer identification, channel, sentiment, date and time, interaction duration, product reference, and business area.

Interaction Analysis

The Interaction Analysis API provides for a broad scope of interaction analysis reporting according to interaction channel, customer sentiment, product interest, service performance and more. This API provides summarized views of the Interaction Log and also provides a visualization interface to assist in gaining interaction insights.