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Interaction management is a broad term in IT that’s used to refer to the use of technologies that help to manage various interactions between users. These can include a wide variety of interactions, from financial transactions to interactions between colleagues or employees of a company.
One type of interaction management is called customer interaction management (CIM). This type of interaction management is a form of enterprise software that maintains an interactive bridge between a company and its customers or clients. A CIM solution may support multi-channel communications, such as email, text, telephone and instant messaging systems. These are the kinds of systems that employees use when reaching out to customers on a regular basis, for instance, in an outbound call center or sales department. Other types of interaction management systems are geared toward internal use in companies or businesses.
Interaction management tools may include processes that help managers or leaders to interact with their teams for better performance, delegation and team building. The basic idea of interaction management is that technology can help individual users to find resources, but it can also help multiple users to collaborate with each other. Whether it’s creating a better vehicle for customer interactions or promoting team building, interaction management software and systems are developed to enhance some interactive human process that can be improved with better access to data or some other IT resource.