A CRM model based on voice over IP

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 ne...

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Bibliographic Details
Main Authors: Moon, Y.S., Leung, C.C., Yuen, K.N., Ho, H.C., Yu, X.
Format: Conference Proceeding
Language:English
Subjects:
Bandwidth
Communication system control
Computer science
Customer relationship management
Customer service
Internet telephony
Multimedia communication
Protocols
Quality of service
Standards development
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Summary: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.
ISSN:0840-7789
2576-7046
DOI:10.1109/CCECE.2000.849752