Kriuchkovskiy D. Methods and Models of Information Technologies Development in Economic Monitoring for CALL-centers

The object - processes of creation client oriented technologies market of direct marketing in CRM systems, clients' outsourcing Call-centers and CRM; the aims - developing of methodology for creation Call-centers, an effective tool of customer service; developing an algorithm for Call-centers operation; the methods - complex use of mathematical statistic apparatus, recognition of samples, machine education, Data Mining, Oracle, OLAP-adjuncts, neuron nets, linear programming of GRM-technologies; innovation - it was first set up the cognitive model for forecasting and searching structural decisions; was proposed a set of mathematical models in the way of cognitive modeling for the use of CRM; results - was advanced the system of establishing data base with the use of CRM-technologies; application - was launched in the university educative process; was created the first line of Call-centers in the State Enterprise of Postal Communication "Ukrpochta", Kherson ; Tsiuriupinsk Pulp and Paper Mill, Tsiuriupinsk; area - information technologies.