The Research Of Information Integration In CRM System

In recent years, with the development of computer technology and the hotter and hotter competition among enterprises, the function of information integration technology in Costumer Relationship Management (CRM) system turns more and more noticeable. In CRMS, some data about customer's behavior and basic information usually come from other IT systems. So CRMS need to get these data from IT systems, which are already being in enterprises and exchange data with them. Additionally, some related information and analyses results of CRMS must pass to other IT systems in time. Therefore, information integration and share is the base of which CRM relies on. From that we can see that"Information Integration"is not only in interior CRMS, but also including CRMS and other enterprise information system. Only in this way we can really solve the problem of"Information Island".The key technology of information integration includes data warehouse,data mining and XML. Today with the development of Internet service, Web protocol running on Internet and Web technology will be the important carrier used for information integration in CRMS. So it will be better to deal with the integration matter.Call center is a kind of service system of synthesized information based on CTI technology. It helps enterprises to achieve the work of collecting customer information effectively. In this paper, author put forward a CRM system pattern founded on call center. At the same time simple call center will turn to multi-channel Customer Contact Center, which integrates technology of automatic voice identify and intelligent route.