Interaction management is a term some companies use to describe a class of Web services that support online relationships (called communities) and transactions between employees, customers, partners, and suppliers. Services might include messaging and chatting, file sharing, expertise and skills directories, and polling or rating services. Interaction management Web applications and services are used to create low-cost customer support services, to help individuals find experts or obtain peer consults, to create loyalty and incentive programs, to provide online collaboration environments and opportunities, and to find services or knowledge recommended by other employees, partners, and customers.
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