A CRM model based on Voice over IP

被引：0

作者：

Moon, YS ^{[1
]}

Leung, CC ^{[1
]}

Yuen, KN ^{[1
]}

Ho, HC ^{[1
]}

Yu, X ^{[1
]}

机构：

[1] Chinese Univ Hong Kong, Dept Comp Sci & Engn, Shatin, Hong Kong, Peoples R China

来源：

2000 CANADIAN CONFERENCE ON ELECTRICAL AND COMPUTER ENGINEERING, CONFERENCE PROCEEDINGS, VOLS 1 AND 2: NAVIGATING TO A NEW ERA | 2000年

关键词：

D O I：

暂无

中图分类号：

TM [电工技术]; TN [电子技术、通信技术];

学科分类号：

0808 ; 0809 ;

摘要：

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 in this paper.

引用

页码：464 / 468

页数：5

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