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Accompanying the new round of telecom industry reunion, China Unicom has grown up a all-business operator ,including fixed telephone, broadband, PHS, GSM, 3G and many other businesses from a single business operators, Following the extent of businesses and product, China Unicom gives higher requirements to the main business support system - a comprehensive customer service system . It requests the comprehensive customer service system transform from a single fixed or mobile service system into the full service support.Based on China Unicom’s business requests, this thesis proposes an objective, which is building a new generation of integrated customer service system, a detailed architecture and functions of the various functional subsystems are given in the thesis.In this paper, according to China Unicom’s development needs, when building a new customer service system, we should fully realize business integration, unified customer information, channel support for diversity, integrity of business processes.Integrated Service Order is a process, which customers order products provided by China Unicom, orders China Unicom’s services, records detailed Information customers ordered. Integrated Customer Service System has the such features as the services Oder, consulting management, complaints management, fault declaration, directory management, order management (beginning and end), resource allocation (called pre-occupation), customer data management, customer loyalty management, Customer credit management, customer points management, cost query management, charge management. The new system should has a 3 +1 channel support capability, including the business hall front desk, 10060, online business hall as well as future 3G business channels. To enhance customer service levels, we must establish a complete end to end enterprise-wide business processes. Integrated Customer Service System is a customer-oriented services windows, is a complete customer-oriented business process starting and finishing points.The system is developed and designed by hierarchical structure, according to the principle which data, logic, display, interfaces; loosely couple within the system, the whole system is divided into the data access layer, business logic layer, display layer and the interface layer.Data access layer is responsible for recording and storing data on business operations, business statistics and system operation supporting data. Logic layer is located between the display layer and data access layer, responsible for the completion of a variety of business logic application processing.Display layer provides the application of external man-machine interface, completes functions which system users logically access and control system business Interface layer is a channel which business functions of business logic layer interact with external systems. Through these channels, application systems can share data and business logic call with external systems. System loaded platform is consist of network platform, the mainframe system and application software platform. Network platform is China Unicom’s DCN, the China Unicom’s headquarters connect with provincial branches by internal DCN, and part of outside windows will be based on Internet.The new system has a comprehensive business accepted, unified customer information management, customer analysis and evaluation, cost management, functional modules.The thesis analyses the current situations of each China Unicom’s branch, on this basis, in accordance with different circumstances in the north and south, puts forward the various evolution route of constructing a new system.
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