Page 163 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes 3. The Web server sends the Call Back information to the symposium server along with
other information – which page the customer was viewing, customer’s area of interest,
and relevant products and services.
4. The Symposium server schedules the Call Back. When the Call Back time arrives,
Symposium selects a free agent with the right skills (in terms of the relevant products and
services). The server notifies the agent.
5. The agent prepares for the Call Back and then tells the Symposium server he/she is ready.
6. The Symposium server then places the call by interfacing to the telephone switch.

7. The telephone switch connects the customer call and the agent together.
8. The customer answers and the Call Back proceeds.

Real Time Phone conversation Call Me

 Difference between Call Back and Call Me
 Call Me Process
 Issues Concerning Implementation of Call Me process
The difference is that the Symposium server starts the call as it hears from the Web server
instead of waiting for the Call Back time. In situations where customers use their only telephone
line to reach the Internet, the call has to be placed over the Internet. This is referred as Voice over
IP (VoIP). The customer receives both the Web pages and the telephone call over the Internet.
Call Me Process:
1. The customer clicks on the Call Me button.
2. The Web server receives the request and can send a form back to the customer asking
questions about the call, and also questioning the customer to make sure that tile call will
work. The questioning could include questions about the speed of the customer’s modem
and the software being used. The web server then sends the request to the Symposium
server.

3. The Symposium server selects the best agent available and sends the request to the agent.
4. The agent accepts the request. The Symposium server also sends the agent information on
the customer, including the Web page being viewed.

5. The Symposium server signals the telephone switch to set up an Internet call with the
agent and the customer. The telephone switch uses the IP address of the customer to set up
the Voice over IP (VoIP) call.
6. The customer receives the call through the PC and starts the conversation with the agent.
7. The Symposium server monitors activity between the agent and the customer. Generally,
no special software is needed on the customer’s PC for an Internet call. However, a
multimedia PC is required, because the process can use Microsoft’s NetMeeting software
that comes with the windows operating system or any H.323 compliant software.
8. Customers using an operating system other than Windows may need special software
than can be downloaded over the Internet from the Web server.

Issues concerning successful implementation of CALL ME option: What happens during the time
the customer clicks on the Call Me button and the call starts?

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