Welcome and Interaction::Customer Interaction Management

MODA / Functional Framework / Aggregated Functions / Customer Domain / Welcome and Interaction / Customer Interaction Management

Project:

Welcome and Interaction

Customer Interaction Management : Public <<TMF_AF>> Aggregated Function

Created:	8/15/2022 6:22:45 PM
Modified:	1/16/2025 11:45:08 AM

Project:
Author:	Giu Platania
Version:	1
Phase:	24.5.0
Status:	Team Approved
Complexity:	Easy
Difficulty:
Priority:
Multiplicity:
Advanced:
UUID:	{4142C547-B2BD-458f-B368-590792E4AF39}
Appears In:	Customer Domain SID FF, Customer Domain, Welcome and Interaction, FF by Domains - All, Domains - AF - Function, Welcome and Interaction

The Customer Interaction Management Aggregate Function manages all type of interactions with Customers (e.g. customer, prospect, product user, …) and enables recording such interactions (duration, type and reason), manages interactions follow-up, escalation and historical background. An interaction can be initiated: • by a Customer (inbound contact), through the Welcome process, to identify his needs, problems, … • by the CSP or one of its representative (outbound contact), through the Campaign Execution, Welcome, Order Follow up, … processes, • to inform the customer about our offers, promotions, … • or about his on-going requests, queue position, … • or to alert him in case of network problem, over consumption, payment delay, …

Associations To
Associations From
Tagged Values
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Element	Source Role	Target Role
«TMF_AF» Welcome and Interaction Aggregated Function «TMF_AFAggregatesAF»	Name:	Name:
Details:

Element	Source Role	Target Role
«TMF_Function» Voice Channel Contact Routing Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Interaction Logging Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Support Collaboration Access Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Relationship/Context Event Data Accumulation Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Business Event Capturing Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Inbound Interaction Handling Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Contact Channel Work Assigning Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Outbound Interaction Initiation Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Interaction Information Capturing Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Interaction Channel Infrastructure Operation Function «TMF_AFAggregatesFunction»	Name:	Name:
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«TMF_Function» Customer Self-service Portal Access Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Recommendation Action Support Integration Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Customer Support Workflow Guiding Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:
«TMF_Function» Solicitation Policy Execution Function «TMF_AFAggregatesFunction»	Name:	Name:
Details:

Tag	Value
FunctionID	3.8.2.1
Details:
HierarchyLevel	2
Details: Description: the level of this object in the hierarchy (1-x integer)
UID	124
Details:

Property	Value
isFinalSpecialization:	0

Object	Type	Connection	Direction	Notes
«TMF_ABE» Communication Interaction ABE	ABE	Dependency	To