基于TOM体系的电信客户服务系统

Telecom Customer Service System Based on Telecom Operation Map(TOM) Architecture

建设具有统一客户服务界面和服务流程的电信客户服务系统，实现对客户的个性化服务和对服务信息、服务流程的有效管理，以提高电信企业的服务和营销水平，成为电信企业当前亟待解决的问题。文中从TOM体系中BSS系统的功能模型出发，讨论了按此功能模型设计的电信客户服务系统的体系结构、组成、功能模块以及系统的特点，并阐明了电信客户服务系统建设中必须注意的问题，以期为电信企业设计电信客户服务系统并使之真正成为提升企业核心竞争力的有力工具提供参考依据。

One of the important issues is how to build the customer service system which is provided with the unified service interface and flow chart. In this paper, the framework, functional blocks, composition and characteristics of the system are discussed, which is based on the business support system(BSS) in the telecom operation map(TOM) architecture. What should be paid attention to is provided as well. It will help to improve the core competitiveness among the telecom enterprises.