客服融合改造工程中几个要点问题与解决方案

Key Problems and Solutions in the Reconstruction Project of Customer Service Call Center's Integration

描述2009年天津联通客服融合改造工程中,由于采取了设备利旧、无后退机制的搬迁方案,使得割接工作量、实施难度与潜在风险巨大。围绕着融合改造中的几个要点问题,天津联通客服呼叫中心技术部门开展技术攻关。通过对融合改造、割接方案多次论证与反复测试,制定出行之有效的解决方案。通过一系列的技术攻关,天津联通成为了北方10省中第一家客服系统融合改造成功上线的分公司。

Big cutover workload, implementing difficulty and huge potential risks were described in this paper which occured in the reconstruction project of customer service call center＇s integration of Tian Jin Unicom because communication equipments were reused and removed from two places without any break for business operation. Technology Support Department of Tianjin Unicorn Customer Service Call Center madee normous efforts and tackle manytechnical problems. Eventually Tianjin Unicorn became the first accomplished call center system after integration and reconstruction project among the ten north provinces.