Customer Interaction Management (CIM) refers to a type of Enterprise Software Application which is responsible for managing the interaction between an organisation and its customers.[1] Normally, a CIM application will be deployed in a contact centre and used by the agents while communicating with clients customers of the organisation.[2][3] Customer Interaction Management systems handle communication across multiple different channels, such as (but not exclusive to) e-mail, SMS, telephone, Instant Messaging, whitemail (scanned documents) and social media.[2][3]