Most customer journeys that you might draw on a whiteboard as flow charts can be automated within IMIconnect. Flows are the central construct that allow you to achieve this automation. Flows can be initiated by a business system event (e.g. fraud detection, an upcoming appointment etc.) or by a customer event (e.g. customer texting in to find their balance, customer entering a geo-fence). Within a flow, you may want to lookup some customer information, construct a message, send it out on a particular channel, wait for the customer to respond and then update a backend system based on the customer's response. Each such step within a flow is called a 'node'. IMIconnect provides a rich set of out-of-the-box nodes that allow you to rapidly automate customer journeys. Examples of nodes include Send, Receive, Wait for Event, HTTP Request, Database, Registry, Data Parser, Profile and several other pre-packaged components available for you to drag, drop and start building your flows.
Flows are used to orchestrate and automate customer journeys across communication channels. Customer journeys ranging from simple one-way outbound messages to complex interactions involving dynamic evaluation and decision making can be orchestrated with the help of IMIconnect flow builder.
You can create two types of flows in IMIconnect:
- Voice flows
Refer docs for more information.