A Study on Using CTI Call Center System to the Enterprises and its benefit

• Main Authors: Shai-mei Yu, 余享鎂
• Other Authors: Yung-Ching Ho
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/14932591000860476521

碩士 === 中國文化大學 === 國際企業管理研究所 === 89 === Innovation technology are often created by need Similarly the need of customiza-tion also contribute to the popularity of customer relationship management. Many en-terprises start to place importance on customer related issues. Under the framework of CRM, customer access channel is regarded as a frontline toward customer, And the ex-istence of call center builds up a convenient bridge between enterprises and customers, hence enterprises must consider more advanced technology to improve the operational benefits in organization. As the market competition become more and more intense, the purpose of this study is to examine the affecting factors when enterprises adopt CTI call center System and perceived benefits after implementation. This paper builds a model for e-business analysis based on the concept. We can get something from the empirical study, and put forward some findings as follows: 1. For adopter factors, most factors shows significance relationships, except organizational culture. Besides, centralization factor appears opposite direction against hypothesis. 2. For industrial environment factors, market competition factor and envi-ronmental change race factor show identical significance relationships against adoption time. 3. For supplier factors, their service quality factor and reputation factor also show identical significance relationships against adoption time.4. For characteristics of the CTI call center system. 5. Adoption factors has identical relationships with adoption time. Except the length of constructional time, other factors has significance relation-ships with adoption time. 6. Perceived benefit factors are classified into three parts, op-erational benefit factors, service benefit factors, managerial benefit factors.