A SaaS-based web call center system for network marketing

Author

Liu, Lianru ; Wang, Qian

Author_Institution

PCN&CAD Center, Beijing Univ. of Posts & Telecommun., Beijing, China

fYear

2011

fDate

26-28 Oct. 2011

Firstpage

122

Lastpage

125

Abstract

With the maturity of SOA and rapid development of Internet, a new type of software delivery mode named SaaS (Software as a Service) which provides the customers functionalities needed arises. It saves the cost of IT operation and suits to the small to medium firms very much. Ecommerce has grown extraordinarily nowadays with widespread Internet usage. Network marketing is becoming more and more important in Ecommerce. How to collect visitors´ behavior data and communicate with non-identity users through instant message are main problems to be solved. In this paper, a SaaS-based web call center system for network marketing is proposed. This system is based on marketing funnel theory and PDCA model, and increases conversion rate in network marketing in the end.

Keywords

call centres; cloud computing; electronic commerce; marketing; service-oriented architecture; IT operation cost; Internet; PDCA model; SOA; SaaS-based Web call center system; Software as a Service; e-commerce; marketing funnel theory; network marketing; software delivery mode; Consumer electronics; Information filters; Internet; Monitoring; Probes;

fLanguage

English

Publisher

ieee

Conference_Titel

Pervasive Computing and Applications (ICPCA), 2011 6th International Conference on

Conference_Location

Port Elizabeth

Print_ISBN

978-1-4577-0209-9

Type

conf

DOI

10.1109/ICPCA.2011.6106490

Filename

6106490