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Design and Implementation of Call Object Management mechanism for Customer Channel integration of Customer Relationship Management Environment  

Han, Yun-Ki (수원대학교 컴퓨터학과)
Koo, Yong-Wan (수원대학교 컴퓨터학과)
Publication Information
Journal of KIISE:Computing Practices and Letters / v.13, no.7, 2007 , pp. 520-533 More about this Journal
Abstract
The CRM(Customer Relationship Management) is the business strategy model for higher profits and competitive power of the enterprise in a new business environment. The large-scale customer response service technique uses internet, e-mail, SMS (Short Message Service), Telephony service, DM(Direct Mail) by customer channel point. Recently, business model diversify for new contract and retaining existing customer to the effort for a profitable model of business. This paper is based on Avaya PDS(Predictive Dialing System) model for CRM bond center. If the number of "available" agents are less than the number of inbound channels, then there may be real-time response problems in PDS system implemented. The Organization cannot afford to have many agents in available mode because of the high cost of manpower. This paper provides two contributions to the study. First, we present Call Object Management Mechanism of Customer Channel integration for reduce outbound consulting and reduce CallBack data in the PDS. Second, we design and implement the proposed system. Our simulation results show analysis of old model and proposed model. The proposed model can be efficiently used in Large-scale CRM.
Keywords
Large-scale Customer Response Service; Fault-Tolerant; Real-Time; CRM; CTI;
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