Question # 1:

Give at least 2 examples of each type of system.

1. Transaction Processing Systems

2. Office Automation Systems
3. Knowledge Work Systems
4. Decision Support Systems
5. Management Information Systems

Answer
Transaction Processing System:
•Automated teller machines
•Order entry systems
•Scanner- based point-of-sale registers

Office Automation Systems:

•Microsoft Office
•Graphics Software
•Raw data storage, electronic transfer, and the management of electronic business information.
•Videoconferencing
•Electronic collaboration

Knowledge Work Systems:

•Computer-aided Design (CAD)/Computer-aided Manufacturing (CAM)
•Virtual reality systems Virtual Reality Modeling Language (VRML)

Decision Support Systems:

•Artificial intelligence/expert system
•Chats and instant messaging software
•Online collaboration
•Integrated tools like Microsoft's NetMeeting or Groove
•Pentagon Shield an airborne-hazard assessment and prediction system to protect the people
working in and around the Pentagon
•MDSS a tool for decision support for winter road maintenance managers
•LLWAS used to warn of micro bursts that could be hazardous to aircraft landing and departing at
an airport
•4DWX used at army test ranges to provide more accurate go/no-go guidance to testers
•WSDDM depicts accurate, real-time now casts of snowfall rate, plus current weather conditions
for use by aircraft de-icing and airport operations users

Management information systems:

•Websites that process transactions for an organization or even those that serve support requests
to users 2.Enterprise resource planning
•Enterprise systems
•Geographic
•Information system
•Global information system
•Data warehouses
•Office Automation

Question # 2:

How an Information system can help to meet call centre challenges?

Answer
By any measure, call centres are a growing business, with many large organizations looking to
them as the primary way of interacting with their customers. Call centres provide many business
advantages, including: improved efficiency, increased hours of operation, reduced costs and
greater flexibility. Perhaps the greater challenge of running a call center, however, is ensuring
that customers are provided with the right information in a timely fashion.

Information system can help to meet call centre challenges:

1. Implementing a consistent process to handle diverse and complex calls including support,
problem resolution, troubleshooting, helpdesk, and up-sell/cross-sell so that each agent is
prepared with the right information at the point of customer contact.
2. Keeping agents in sync on computer marketing promotion, product information and support
programs while also maintaining local control on priorities and processes for servicing customers.
3. Improving first call resolution by improving the agent's ability to quickly locate, retrieve and
act upon relevant product marketing and support documents while on a live customer call.
4. Reducing agent training time and cost. Maximizing agent productivity while "off-call".
5. Generating revenue. Maximizing each customer touch point as an opportunity for cross-sell
or up-sell offers.
6. Providing instant call context for the agent on the documents needed during a customer call.
7. Providing multiple ways for agents to quickly access documents.
8. Capturing the knowledge from the front-line and using it to improve support processes,
product documents and marketing promotions.
9. Increasing up-sell success rates by enabling agents to sell benefits, not just features.
10. Keeping yours agents motivated, interested and satisfied.