市场竞争环境下的电信运营支撑发展趋势

Development Trends of BOSS in Competitive Market Environment

国内运营支撑系统的规划建设呈现了如下的一些发展趋势:重视客户关系管理(CRM)、电信服务产品化、建立资源管理的统一平台、业务紧密集成和流程的无缝衔接以及引入服务品质保证观念等。在客户关系管理建设过程中,必须体现客户管理和分析、市场营销及主动服务、销售渠道管理以及CRM过程管理等关键内容。资源管理系统的建设预计会经历建设期、完善期和融合期这3个阶段。目前中国电信运营企业的运营支撑系统建设水平普遍处于第一个发展阶段。

The planning and construction of na tive Opera-tion Support System(OSS)pre sents the following develop-ing trends:to fo cus on Customer Relation Management (CRM),to pro vide telecom service as a product,to set up uni fied platform for re source management,to tightly inte-grate services and to seamlessly access to flow as well as to intro duce the concept of service quality guarantee.Dur ing the construction of customer relation man age ment,some key contents must be presented,includ ing customer man age-ment and analysis,marketing and active service,sale channel management as well as CRM pro cedure manage-ment.The construc tion of resource management system will undergo3phases:con struction,con summation and conver-gence.Up to now,the con struction of the OSS of native tele com operation enterprises is normally at phase1.<