面向移动互联网的云南联通客服中心运营系统优化研究

发布时间：2018-07-31 06:35

【摘要】：随着全球电信运营商推出3G业务,高速移动上网快速普及,以智能手机为主的智能终端得到快速发展,普及率迅速提高。在网络高速化与终端智能化的双重推进下,移动互联网快速发展和变化迅速改变着整个世界。通信运营商传统的语音、短信等基础业务面临冲击,OTT业务快速发展,运营商迅速被管道化。运营商传统的服务与营销模式也受到挑战,难以跟上用户使用习惯的快速变化,迫切需要优化现有客户服务模式以适应变化。本文分析了移动互联网的发展和趋势,提出移动互联网客户沟通朝着多媒体化、多渠道化、社交化和粉丝化,电信运营商面向移动互联网用户提供服务必须通过开放内部资源实现APP、社交工具等多种形式的服务营销模式整合,才能跟上发展节奏。以云南联通的现有状况为基础,研究提出云南联通以客户为中心进行服务过程的优化,必须建立在面向互联网的统一开放的策略上,提出在客户服务运营支撑IT系统整体架构上以SOA模式引入面向互联网服务的统一服务机制的优化策略。对客户服务中心最为核心的客户接触系统、知识管理系统、销售管理系统进行相应的开放模式的技术架构设计。通过进行系统优化,云南联通客户服务中心在面向移动互联网时代的运营与发展中逐步对研究成果进行了应用,部分应用如手机营业厅、微信服务的使用对提升服务感知水平效果明显。本文最后总结,客户服务中心体系的优化只是电信运营企业拥抱移动互联网实现转型基础工作的一小部分,对于运营商实现智能管道,参与移动互联网整个产业链的运作仍需要进行更为广泛与深入的研究。
[Abstract]:With the introduction of 3G services by global telecom operators, high-speed mobile Internet has been rapidly popularized, and smart terminals, which are mainly based on smart phones, have been developed rapidly, and the penetration rate has been rapidly increased. With the dual promotion of network high-speed and terminal intelligence, the rapid development and change of mobile Internet have changed the whole world. The traditional voice, short message and other basic services of communication operators are facing the impact of the rapid development of OTT services. The traditional service and marketing modes of operators are also challenged, and it is difficult to keep up with the rapid change of users' usage habits. Therefore, it is urgent to optimize the existing customer service modes to adapt to the changes. This paper analyzes the development and trend of mobile Internet, and proposes that mobile Internet customer communication should be multimedia, multi-channel, socialized and vermicular. Telecom operators to provide services to mobile Internet users must open internal resources to realize the integration of various service marketing modes such as app social tools and so on in order to keep up with the pace of development. Based on the current situation of Yunnan Unicom, it is proposed that the optimization of the service process of Yunnan Unicom should be based on a unified and open strategy oriented to the Internet. This paper proposes an optimization strategy of introducing the unified service mechanism for Internet services into the overall architecture of customer service operation support IT system based on SOA mode. The core of customer service center customer contact system, knowledge management system, sales management system for the corresponding open mode of technical architecture design. Through system optimization, Yunnan Unicom customer Service Center has gradually applied the research results in the operation and development of the mobile Internet era, some of which have been applied to the mobile phone business hall. The use of WeChat service has obvious effect on improving service perception level. Finally, this paper concludes that the optimization of customer service center system is only a small part of the basic work for telecom operators to embrace mobile Internet to realize the transformation. Participating in the operation of the whole industry chain of mobile Internet still needs more extensive and in-depth research.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F626

【相似文献】