1 / 20

Caruso

Caruso. C ustomer C a re and R elationship S upport O ffice. Piotr Kosiuczenko Ludwig-Maximilians-Universität Munich, Germany. Content. Customer Relationship Management (CRM) The CARUSO project CARUSO architecture. Customer Relationship Management. CRM is a business strategy used to:

tassos
Télécharger la présentation

Caruso

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Caruso Customer Care and Relationship Support Office • Piotr Kosiuczenko • Ludwig-Maximilians-Universität • Munich, Germany

  2. Content • Customer Relationship Management (CRM) • The CARUSO project • CARUSO architecture C-ECOM Meeting, Brussels

  3. Customer Relationship Management • CRM is a business strategy used to: • Bind customers • Increase customers loyalty • Maximize customer value C-ECOM Meeting, Brussels

  4. Customer Relationship Management • These goals are achieved by: • Personalizing relations with customer • Recognizing customer´s needs • Focusing on these needs • Improving the quality of customer interaction and service • Extending the service C-ECOM Meeting, Brussels

  5. The CARUSO Project • EU Project : New Methods of Work and e-Commerce • The CARUSO will generate a software tool kit to facilitate customer relationship management • The target market are european SME´s C-ECOM Meeting, Brussels

  6. CARUSO Project Partner Presentation • LMU • REMU • SFI • DataCall C-ECOM Meeting, Brussels

  7. CARUSO Requirements • Unified Messaging system • Automatic identification and presentation of the caller profile • ERP systems and document management • Full support for company´s scripting, workflow • A common database to be used for data-mining C-ECOM Meeting, Brussels

  8. CARUSO Requirements • Customisable interface for all relevant client information • Easy to build new front office applications • Easy to change procedures and scripts • Easy to adapt to changing information sources • Cheap C-ECOM Meeting, Brussels

  9. Design Guidelines • Component based • Standard internet technologies • Application builder toolbox • Information manager • Back office broker C-ECOM Meeting, Brussels

  10. DataCall MediaSwitch Unified Web-Server - Voice SwitchLogic Messaging: - WWW - Voice over IP - Internet Gateway - Call-Me - Fax-Mail - Call Distribution (ICD/ACD) - E-Mail - Powerdialer OEM Application server Customer - WWW - Interactive Voice Response OEM SQL database - SMS - Voice-Mail OEM Document repository - Agent Support - DataCall Database Internet LAN Workstation: - Helpdesk Telephone - Customer care network PBX - Telemarketing - Tele-selling - Sales automation - Direct banking Mobile network CARUSO ArchitectureCommunication C-ECOM Meeting, Brussels

  11. CARUSOThe Front Office Solution Front Office functionality CTI integration Back Office Integration

  12. Overview C-ECOM Meeting, Brussels

  13. CARUSO Kernel Components Front Office Applications (from Front Office Applications) Unified Messaging Back Office Broker (from Interfaces to Back Office Applications) Communication Server Information Manager CARUSO Databases Knowledge Agent Contact DB Workflow DB Meta Data Statistics DB DMS Messaging DB Knowledge Base Workflow Engine C-ECOM Meeting, Brussels

  14. Front Office Architecture C-ECOM Meeting, Brussels

  15. CARUSO Toolbox C-ECOM Meeting, Brussels

  16. Use of Component Technology • CARUSO is built using components • Encapsulate back office systems • Provide CARUSO functionality to third parties C-ECOM Meeting, Brussels

  17. Choice of Component Technology • CORBA 3.0 • Enterprise JavaBeans (EJB) • COM / DCOM / MTS  COM+ C-ECOM Meeting, Brussels

  18. Piotr Kosiuczenko: CORBA • Pro • Open standard • Object based • Powerful component Models • Cheap ORB‘s • Supports different platforms / languages • Contra • Few ORB‘s and developement tools for CORBA 3.0 C-ECOM Meeting, Brussels

  19. Enterprise JavaBeans • Pro • Object Based • Different Type of Components • Accessiblity as CORBA components • Contra • Tied to Java • Standard owned by Sun • Very expensive C-ECOM Meeting, Brussels

  20. COM/DCOM/MTS/COM+ • Pro • Easily available on any Windows platform • Cheap • Object based • Support by development tools • Can interact with CORBA • Supports different languages • Contra • Standard owned by Microsoft • Lacking in functionality C-ECOM Meeting, Brussels

More Related