| Along with the fierce development of Internet and the continuously maturation of the market, the world economy entered the EB ages. The market strategy which takes customers in the center and services as purpose gradually take place of the other market strategy which takes production in the center and aims at sales. The one who can hold customers' need trend, enhance the relation with customers, dig and manage the customer resource effectively can gain the market competition dominance and beat everything in the drastic competition. The value link which links enterprise,supplier, retailer and customer becomes the core of competition between companies. CRM which takes customer in the center and takes the soul and start of creating appreciable and continuously increasing value for the customer becomes critical in the EB ages.To create the core competition, Enterprise must build a long, stable, trust mutually, mutual beneficial relations with customers and must attract more customers who come back again and again .The call center becomes the best choice of enterprise. With the development of Internet, there are more and more interactive ways and the demand people to the interactive effect become more and more high. But the traditional call center which use the only way named PSTN to access has not adapted to the development of society and matched the customers' demand, so the call center based WEB comes up.The call center based WEB richens the ways to access to traditional call center. Besides using telephone, access to call center can by means of web. The call center based WEB integrate network ,voice and multi-media technology and provide customers with many services such as advanced search engine, self-service web, VoIP, text chat and web synchronization etc, meanwhile the call center system can response to E-mail and message in time and provide the call-back service to customers' request.So as to satisfy the need of several medium visiting the call center, The Call... |
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