Title :
A CRM model based on voice over IP
Author :
Moon, Y.S. ; Leung, C.C. ; Yuen, K.N. ; Ho, H.C. ; Yu, X.
Author_Institution :
Dept. of Comput. Sci., Chinese Univ. of Hong Kong, Shatin, China
Abstract :
Based mainly on the VoIP techniques, a customer relationship management (CRM) application model is proposed for online help desk services. In contrast to the traditional call center, it does not use an analog private branch exchange (PBX) but utilizes both PSTN and the Internet so that people who need help desk services while surfing a Web page, can request a customer service orally by a traditional phone or VoIP software. At the same time, the customer service operator can also grasp the Web-surfing status specific to the customer through the Internet link. An analysis of the components of the system is presented
Keywords :
Internet telephony; computer network management; information resources; technical support services; transport protocols; voice communication; CRM model; Internet; Internet link; PSTN; VoIP; VoIP software; Web page surfing; customer relationship management application model; customer service; customer service operator; online help desk services; real-time transport protocol; telephone; voice over IP; Bandwidth; Communication system control; Computer science; Customer relationship management; Customer service; Internet telephony; Multimedia communication; Protocols; Quality of service; Standards development;
Conference_Titel :
Electrical and Computer Engineering, 2000 Canadian Conference on
Conference_Location :
Halifax, NS
Print_ISBN :
0-7803-5957-7
DOI :
10.1109/CCECE.2000.849752
