共享网维和地理信息的电信客服支撑系统研究

Study on Telecom Customer Service Support System Based on Sharing Network Operation and Geography Information

以提高电信网络投诉的客户感知和处理效率,建设"面向客户服务"的网络运营支撑系统为目标,通过共享网维和地理信息建设客服支撑系统。提出了优化的网络投诉处理流程,设计了客服支撑系统的分层系统架构,提出了采用栅格技术实现多用户并发访问和快速响应的GIS框架。应用表明,客服支撑系统能帮助客服人员快速定位网络投诉原因,提高投诉一次完成率,并规范记录网络投诉的地理位置,为进一步的网络投诉分析提供信息基础。

Targeting to improve customer perception and processing efficiency of complaints about teleeom network, and build a customer service oriented operation support system, a customer service support system is built based on sharing network maintaining information and geography information. A layered architecture of the system is proposed, and a GIS framework for multi-user concurrent access and rapid response are designed. Application indicates that the system can help customer service to quickly find the causes of network complaint and complete network complaint at one time, and formally record the geography location of network complaint for further analysis.