Customer interaction, CRM and notifications
11.1 Omnichannel interaction model
Finpace treats interaction history as a business domain rather than a by-product of channel tooling. Every meaningful interaction can be recorded as a customer event with channel, purpose, outcome, agent, timestamps and linked records. This creates a consistent operational and regulatory history across mobile, web, branch, RM, contact center and back-office channels. The Customer Interaction Service supports:- service request intake and status tracking
- interaction logging and searchable event history
- RM and contact-center context retrieval
- queue and SLA monitoring inputs
- session context assembly for channel applications
- linkage between interactions, agreements, customers and cases
11.2 CRM and RM enablement
Relationship managers require a portfolio-oriented view rather than raw product screens. The customer layer therefore exposes portfolio health indicators, open cases, lending pipeline, alerts, recent interactions and contextual offers. Finpace does not attempt to replace all enterprise CRM functions. Instead, it provides the authoritative operational dataset and can synchronize with external CRM platforms where enterprise sales, campaign or service functions already exist.11.3 Notification services
The Notification Service generates communications from business events and scheduled triggers. It supports template-driven delivery across email, SMS, push and secure messaging. Templates, languages, delivery windows, suppression rules and channel fallback can be managed centrally. The service supports:- event-triggered communications from account, lending and interaction services
- secure document delivery
- customer preference and consent checks
- delivery status tracking and retries
- do-not-disturb and unsubscribe enforcement
- full communication history for audit and customer support
The servicing layer covers omnichannel sessions, RM and contact-center workbenches, routing, SLA logic and interaction history. In the current platform baseline, these capabilities should be read as a servicing architecture and operational-control layer rather than as a claim of a fully productized CRM or contact-center suite in every deployment.