Contact Management

The customer not only roster level, the function where "when" "somewhere" "someone" takes "with some contents," visits communication and/or records the past record which was said, after that utilizes in customer correspondence.

First contact manager private software "ACT! "The eighties halfway it has appeared, but after
that contact management function reaches the point where it is loaded onto also PIM (Personal
Information Manager) of part and the groupware and the like, furthermoreis taken overto SFA.

In addition e.g., it reaches the point where the communication inquiry from the customer meets
directly with the spread of Internet, is done you telephone not only, via E-mail and Web,
diversification of the contact channel advanced. Then, from around 2000 Web and E-mail etc. the
inquiry information due to the expedient which differs manages also "multiplexer channel contact
management" attracts attention monistically.

For example, in former coal center the question ? callous to which cancels by the fact that the
system which the plural channels is introduced, the customer the order which such as Web does
with E-mail and E-mail it can integrate can manage by the telephone in addition to CTI (Computer
Telephony Integration), becomes possible. In addition by the fact that it cooperates with SFA, it
can feed back the contents and the like which have the inquiry, instantaneously to business
section, it can expect that it is connected to the improvement of business efficiency and on etc.
related propensity of the customer.