A CRM model based on Voice over IP
Refereed conference paper presented and published in conference proceedings

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AbstractBased 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.
All Author(s) ListMoon YS, Leung CC, Yuen KN, Ho HC, Yu X
Name of ConferenceCanadian Conference on Electrical and Computer Engineering (CCECE 2000)
Start Date of Conference07/05/2000
End Date of Conference10/05/2000
Place of ConferenceHALIFAX
Country/Region of ConferenceCanada
Pages464 - 468
LanguagesEnglish-United Kingdom
Web of Science Subject CategoriesEngineering; Engineering, Electrical & Electronic

Last updated on 2021-18-09 at 00:47