Intelligence CRM: A Contact Center Model

Abstract

World Wide Web has become an important channel for conducting the businesses. The Information Technology provides the opportunity to access the global market for the Enterprises. Increasingly the IT is becoming the first point of contact with Prospects and the customers for the businesses. This leads to the necessity for Understanding the behavior of the customer, by analyzing and profiling their behavior. Data warehousing and data mining technologies and contact technology can help the e-businesses to better understand their e-customers. Customer Relationship Management (CRM) is one of way to achieve this object. This paper focuses customer intelligence, collaborative CRM and presents a model in contact centers and channels and investigates this model in an automobile industry as "PARSKHODRO".