Interaction Management Center (IMC)

Optimize Every Contact

The Interaction Management Center (IMC) is the relationship management complement to Open Solutions’ suite of real-time, enabling technologies. It puts relationship knowledge, actionable activities and transactional horse-power at the fingertips of your front-line employees when they need it.

Providing your front-line staff with meaningful information and actionable activities, in a secure, easy-to-use format, helps you achieve your institution’s goals of:

• Leveraging knowledge of the entire relationship
• Delivering fast, accurate service
• Referring timely offers and relevant products
• Ensuring security of personal information
• Reducing the risk of fraud
• Harnessing information to create additional growth and satisfaction opportunities

IMC provides call center and platform representatives with centralized access to information from multiple CRM and transactional systems, giving them the ability to perform frequent daily activities and respond to customer inquiries more efficiently in order to deliver a superior level of service.

Benefits

• Optimize the customer experience with real-time information
• Increase wallet share by providing relevant offers for products and services
• Improve front-line employee efficiency with workflow-enabled functionality
• Integrate Business Process Management (BPM) from the point of interaction to fulfillment
• Protect personal information and reduce the risk of fraud with robust authentication and validation
• Consolidate key information and functionality into a single view

Features and Functionality
When integrated with Open Solutions’ core system – The Complete Banking Solution® – and other CRM applications such as other cView modules:

• Sign-on to multiple systems with a single sign-on procedure
• Access and perform frequently used banking functions
• Track and manage interactions
• View account balances/histories
• Open deposit accounts and loan applications simultaneously
• Integrate marketing campaign offers targeted to an individual
• Manage dynamic messages, notes, ticklers and activities

Session Management functionality handles each contact as a potential series of multiple interactions. Throughout each session, the IMC application records:

• Session and interaction start time/end time
• Number of customer sessions
• Type of interaction (balance request/new account/branch locations/balance transfer/activity)
• Employee, location and channel where the interaction occurred

Dynamic Messaging Manager | ActivityManager

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