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A Background Structure of Mobile Communication Customer Service System

Author: GongTianYue
Tutor: WangYongShan
School: Jinan University
Course: Electronic Engineering, Communication and Information Systems
Keywords: CRM Call Center Call Center CTI CICS IVR ACD
CLC: TN929.53
Type: Master's thesis
Year: 2001
Downloads: 120
Quote: 2
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Abstract


Now many companies have recognized the importance of the customer With the advancement of technology , customer relationship management system customer-centric CRM (Customer Relationship Management, or CRM) came into being , and call centers as businesses and customers to communicate the way to become a core part of the customer relationship management system . It is the use of computer communication technology (CTI) to combine the communication with the computer . It allows the user easy access to information , thereby improving the quality of customer service , enhance competitiveness , reduce administrative expenses and 24 hours a day , it is the spirit of the traditional customers unmatched advantage , and deep welcomed by the modern enterprise . Mobile communications customer service system , for example in this paper analyzes the principle and structure of the call center , workflow , especially between the three-tier structure in the foreground clients and back-end database server , database design , CSSA departments to design .

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Wireless communications > Mobile Communications > Cellular mobile communications systems (mobile phones, mobile phone handsets )
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