July 2002
Intermediate to advanced
264 pages
8h 28m
English
Content preview from Customer Relationship Management Systems Handbook
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The Evolution of Customer Relations to CRM 43
and one that is rapidly becoming a developer preference for these alerts is
XML. XML-based technology enables seamless integration with many disparate
back-office and database systems, computer telephony integration (CTI), voice
processing systems, collaboration, legacy, CRM, and Web systems. An
XML-based extraction platform is a powerful, flexible way to trigger alerts.
Existing customer contact systems need to be integrated with an alert/
response program. With a touch of the keypad or a click of the mouse, a
customer must be able to connect easily to the business, talk to a live agent,
transfer to an automated transaction system for purchasing, add personal
comments, or forward the alert to others.
Armed ...
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