A SaaS-based web call center system for network marketing

With the maturity of SOA and rapid development of Internet, a new type of software delivery mode named SaaS (Software as a Service) which provides the customers functionalities needed arises. It saves the cost of IT operation and suits to the small to medium firms very much. Ecommerce has grown extraordinarily nowadays with widespread Internet usage. Network marketing is becoming more and more important in Ecommerce. How to collect visitors´ behavior data and communicate with non-identity users through instant message are main problems to be solved. In this paper, a SaaS-based web call center system for network marketing is proposed. This system is based on marketing funnel theory and PDCA model, and increases conversion rate in network marketing in the end.