某省电信运营商智慧营业厅方案设计

Scheme design of smart business hall of a telecom operator in a province

“大连接”时代,实体营业厅仍将是个人和家庭用户购买智能产品的主要渠道,因此实体营业厅必须打造专业化的运营体系,提升运营商服务水平,优化服务质量,增强客户体验,提高客户满意度。文章分析了电信运营商营业厅运营中存在的问题,研究了集中监控和语音质检的功能和特点,并提出智慧营业厅系统架构方案。通过智慧营业厅的建设,可实现“省-市-县-厅”四级管理的业务营销监控、电子巡店、客服监测等功能,为智慧营业厅的建设提供参考。

In the era of“big connection”,the physical business hall will still be the main channel for individuals and household users to buy smart products.Therefore,the physical business hall must create a professional operation system,improve the service level of operators,optimize the service quality,enhance the customer experience and improve customer satisfaction.This paper analyzes the problems existing in the operation of telecom operators’business hall,studies the functions and characteristics of centralized monitoring and voice quality inspection,and puts forward the system architecture scheme of smart business hall.Through the construction of smart business hall,the functions of business marketing monitoring,electronic shop inspection,customer service monitoring and other functions of“province city county Department”four level management can be realized,which provides a reference for the construction of smart business hall.