interaction (Siebel CRM)

The tracking of customer communications with an organization in the context of the channels that this communication uses and the business objects that they reference. An interaction can take the form of a phone call, email, chat request, Web collaboration, or communication through another channel. An interaction in Siebel CRM Desktop provides an historical view of the communication that occurred. For example, Sales uses interactions to capture communications with a customer during the sales cycle. To pursue an opportunity, a user can log a call as an interaction that the representative made.