Availability of computer telephony interface ctithe

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Unformatted text preview: bring processing power to the CSR's desk. • availability of computer telephony interface (CTI)—The integration of computers and telephony will eliminate the awkward manual coordination of these different technologies. • availability of rapid application development (RAD) and object-oriented technologiesThese technologies permit rapid application development and allow handling of more complex tasks. • availability of artificial intelligence software—This technology will arm new and existing CSRs with advice, questions, and responses to service customers more effectively. • availability of integration technologies such as CORBA and DCE—These technologies make integration with new systems and applications easier. • availability of Internet—The Internet allows service providers to provide services online. Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 5/16 • availability of client/server architecture—This architecture will allow service providers to increase or decrease customer care−equipped desktops as their needs change. • availability of graphical user interfaces (GUIs)—GUIs are more intuitive and, therefore, easier to learn. 5. Functional Requirements of a Customer Care System Based on the needs of consumer as well as the need of service providers, major functional requirements of a customer care system are as follows: • capability to access relevant information—A customer care system provides only relevant information, allowing customer service representatives to interact rapidly with customers. • capability to hide nonrelevant information—A customer care system is tailored so that nonrelevant information for the business task at hand is hidden. • ease of use—The CSR must be able to focus on the interaction with the customer as opposed to focusing on the use of the customer care system. • decision support—The customer care system must have an expert system to take advantage of the service provider's pool of experience on sales and repairs. • self-serve capability—A customer care system should support its access through IVR and the Internet. In the long term, a customer care system should provide flexibility in the following ways: • support for changing business processes—Decision support tools in particular must be easily modifiable to avoid becoming the bottleneck in evolving a business process. • ability to evolve toward convergence—The customer care system should provide the...
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This note was uploaded on 10/15/2011 for the course ECON 1102 taught by Professor Jahis during the Spring '09 term at University of Minnesota Crookston.

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