摘要
对电信运营商基于问题解决方式的传统客户服务模式进行了分析,对客户服务到客户经营转变的研究,提出了面向用户场景的智慧服务的应用对电信运营商客户经营、价值增值的重要意义。并对部署智慧服务的业务流程、系统架构、服务引擎、未来展望等方面进行分析和探讨。
It analyzes the traditional customer service pattern based on problem resolving of telecom operators,and researches the migration from customer service to customer operating. It proposes the smart service oriented to user scenarios which is significant for customer operating and value adding of telecom operators. Then it analyzes the business process,system architecture,service engine and future outlook.
出处
《邮电设计技术》
2016年第12期17-21,共5页
Designing Techniques of Posts and Telecommunications
关键词
智慧服务
面向用户场景
集中部署
服务引擎
Smart service
Oriented to user scenarios
Centralized deployment
Service engine
