A CRM model based on voice over IP
Y.S. Moon, C.C. Leung, Ka-Wa Yuen, Hsin-Chuan Ho, Xiaoyang Yu · 2002
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.