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With the advent of the information age , the role of information technology in customer relationship management system is increasingly significant , in particular, the value of information integration technology . About customer behavior in the CRM system , customer information data usually comes from other IT systems , CRM systems often need to obtain these data from the enterprise 's existing IT system and its data exchange . CRM system information ( such as orders , sales , etc.) as well as the analysis results need timely delivery to the enterprise IT systems . Therefore , information integration and sharing the CRM on which the operation of the foundation . Shows : \The only way to really solve the problem of the \Information integration of key technologies , including : data warehouse technology , data mining and XML technology , Internet services become the trend today , running on the Web protocol on the Internet and state-of-the-art Web technologies will become the carrier of the CRM system information integration and sharing , in order to better deal with the CRM system with off-site , heterogeneous , cross-platform data source integration issues . The call center is an integrated information service system based on CTI technology , which can help enterprises to effectively complete the collection of customer information , In this paper, a call center - based CRM system mode . Call center alone to the multi-channel , multi-media , as well as the integration of automatic speech recognition technology , intelligent routing technology and instant messaging technology, multi-channel customer contact center transformation , the need to meet the new era of customer contact .
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