A Design of Call Routing Agent for Multi-Channel

Byung-Uk Jun

A Design of Call Routing Agent for Multi-Channel

Byung-Uk Jun, Journal of Internet Computing and Services, Vol. 9, No. 2, pp. 139-0, Apr. 2008
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Keywords: routing, call agent, CRM

Abstract

CRM(Customer Relationship Management) improves the competitiveness of small companies to large enterprises. E-mail, SMS (Short Message Service), telephony service, DM (Direct Mail) are used for customer response in many companies. In order to improve company's profit, business diversification is in progress with protecting the succession of existing customers, and the only of new customers. Futhermore, BPR (Business Process Re-engineering) and BPM (Business Process Management) of the CRM can be easily found in many companies, because it is the first contact point to the company at the customer's view. This paper discusses the development of CRM, and proposes a call object routing agent that is the main engine of the CRM. Result of performance evaluation of proposed method show that the system is effective and powerful enough to use at the multi-channel environment.

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Cite this article

[APA Style]

Jun, B. (2008). A Design of Call Routing Agent for Multi-Channel. Journal of Internet Computing and Services, 9(2), 139-0.

[IEEE Style]

B. Jun, "A Design of Call Routing Agent for Multi-Channel," Journal of Internet Computing and Services, vol. 9, no. 2, pp. 139-0, 2008.

[ACM Style]

Byung-Uk Jun. 2008. A Design of Call Routing Agent for Multi-Channel. Journal of Internet Computing and Services, 9, 2, (2008), 139-0.