面向电信运营商的用户自助服务系统设计

发布时间：2018-06-17 10:56

本文选题：自助服务 + 应用集成　；参考：《天津大学》2016年硕士论文

【摘要】：随着社会发展、技术进步,人类已经进入了大数据时代。在移动通信技术迈入4G时代的今天,如何提升用户体验,以服务用户为导向,创新商业模式,抢占新的用户增长点成为电信运营商面临的新的课题。如何让用户获得高效、便捷的服务,提高用户粘度,是运营商面临的最大的难题。本文设计的面向电信运营商的用户自助服务系统,力图通过建立一个统一的门户系统,实现运营商的用户自助服务,同时系统对内支撑市场经营、网络优化、战略决策,对外提供产品和服务的数据分析,从而实现用户数据的可管理、可共享、可增值性质。建设的目标是把系统建设成为电信运营商与用户的桥梁,成为用户整合,获得用户体验数据的有效途径。同时,运营商在使用这套自助系统后,可以减少大量的柜台收费、查询等人工成本。为客户不仅带来了便利,同时也减轻了员工的工作压力。本文的主要工作设计实现了一套面向电信运营商的用户自助服务系统。设计了自助服务系统的总体架构,把面向运营商的用户自助服务系统按照功能需求划分为应用服务器层、应用集成(EAI)及业务流程管理层、业务逻辑层、统一门户层几个部分。系统提供了与BOSS系统(包括客服系统)、集团公司的DSMP、经营分析系统、智能网、短信网关、OA等内部系统以及互联网应用相关的接口。其主要的功能包括前台服务功能、个性化业务功能以及后台管理功能几个部分。在系统的部署运行方面,主要设计了自助服务系统运行时的网络拓扑、网络设备、web服务器配置、应用服务器与数据服务器配置以及系统运行时的软件系统及服务器的安全方案。
[Abstract]:With the development of society and the progress of technology, mankind has entered the era of big data. In the era of 4G mobile communication technology, how to improve the user experience, service-oriented, innovative business model, seize the new user growth point has become a new topic facing telecom operators. How to get efficient and convenient service and improve the viscosity of users is the biggest problem that operators face. The user self-service system for telecom operators is designed in this paper. By establishing a unified portal system, the self-service system of operators can be realized. At the same time, the system can support the market operation, network optimization and strategic decision. External data analysis of products and services, so that user data can be managed, shared, and added value. The goal of the construction is to build the system as a bridge between telecom operators and users, to become an effective way for users to integrate and obtain user experience data. At the same time, operators in the use of this self-service system, can reduce a large number of counter charges, inquiries and other labor costs. It not only brings convenience to customers, but also lightens the working pressure of employees. The main work of this paper is to design and implement a set of user self-service system for telecom operators. The overall framework of the self-service system is designed. The user self-service system for operators is divided into application server layer, application integration EAI), business process management layer, business logic layer and unified portal layer according to the functional requirements. The system provides interfaces with boss system (including customer service system, group DSMPs, business analysis system, intelligent network, SMS gateway, OA and other internal systems, as well as Internet applications). Its main functions include foreground service function, personalized business function and background management function. In the aspect of system deployment, the network topology of self-service system, the configuration of web server, the configuration of application server and data server, and the security scheme of software system and server are designed.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

【参考文献】