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The Research of Concentrated Callcenter System

Author: ChangQiang
Tutor: ZhangLei
School: Beijing University of Posts and Telecommunications
Course: Computer technology
Keywords: Customer Service System Networking solutions Allocation of resources Interface
CLC: TN915.07
Type: Master's thesis
Year: 2006
Downloads: 29
Quote: 0
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Abstract


The formation of large pattern of China's telecommunications competition , the market competition is becoming increasingly fierce , communication enterprises are increasingly aware of the customer relationship resources is they have the most valuable asset , and customer service is to develop , preserve and strengthen this relationship is the most simply , the most direct and most effective means . Therefore, the customer , to provide customers with high-quality service , in order to gain higher customer satisfaction and loyalty , is the most important core competitiveness , is the fundamental guarantee of the enterprise in an invincible position in the competition . With the increasingly fierce competition in the telecommunications industry , the telecom operators to take a favorable position in the highly competitive telecommunications market , we must solve the \. The key to solving this problem lies in the construction of the support system . Branch of China Netcom ( Group ) Co., Ltd. , Liaoning Province , fully aware of the significance of the customer service system in the enterprise , the construction of a new customer service system in 2005 . Author since 2001 to participate in Operation Support System Construction Planning of Liaoning Netcom , Liaoning Netcom BOSS system in 2003 to participate in the bidding work , Liaoning Province, China Netcom Corporation BOSS system is currently responsible for operation and maintenance , and customer service system construction bidding and organizations involved in the customer service system to promote . This paper analyzes the status quo of Liaoning Netcom customer service system , mainly Liaoning Netcom customer service system , networking solutions and system architecture , focusing on customer service system resource allocation calculations and the BOSS system interface mode . The first chapter describes the background of Liaoning Netcom customer service project . The second chapter describes Liaoning Netcom customer service system building objectives and the status quo of the existing customer service system . The third chapter analyzes the research Liaoning Netcom customer service system networking solutions . The fourth chapter describes the basis of the customer service system resource allocation calculation , methods and results . The fifth chapter describes the customer service system architecture and interface with BOSS system implementations . Chapter 6 describes the practical effect of the customer service system and the problem to be solved .

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CLC: > Industrial Technology > Radio electronics, telecommunications technology > Communicate > Communication network > General issues > Network management
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