ThomasCook

ThomasCook.com,an online travel retailer in the United Kingdom,is able to offer a more effective customer experience and support its revenue goals using a certain type of software to manage service interactions across phone,e-mail,and Web channels.The deployment has resulted in a change in the type of customer calls received by ThomasCook.com service agents.Because customers are able to find answers to general queries online,agents at the contact centre are now focused on helping customers with their actual bookings.Which of the following categories would the software fall under?

A) corporate relationship marketing
B) total quality management
C) customer relationship management
D) call response marketing