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Development of a Call Center System using CTI : A Proxy Driving System  

Park, Sang-Sung (Division of Information Management Engineering, Korea University)
Jung, Won-Gyo (Division of Information Management Engineering, Korea University)
Shin, Young-Guen (Division of Information Management Engineering, Korea University)
Jang, Dong-Sik (Division of Information Management Engineering, Korea University)
Publication Information
IE interfaces / v.20, no.3, 2007 , pp. 309-314 More about this Journal
Abstract
By an explosive increase of proxy driving, customers require the quick and correct services of call center. But because most call centers have an unsystematic management system, grievance of customers is continually increasing. To solve these problem, we constructed a call center system of proxy driving that is based on CTI (Computer Telephony Integration) in this paper. The proposed system is constructed using CID (Caller Identify Display) terminal, SMS (Short Message Service) and call center management program etc. Customer service level could be improved through efficient customer management by using the proposed system. Also it could be convenient and easy to implement customer management, order management, staff management, SMS and settlement of accounts.
Keywords
CTI (Computer Telephony Integration); Call Center; Proxy Driving System; CRM (Customer Relationship Management); CID (Caller Identify Display);
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
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