| A Company is leading market position as a telecommunications operator in recentyears with the next generation network NGN technology, based on speech recognitionIVR technology,3G multimedia customer service and other technology and businessdevelopment, the traditional voice and SMS-based customer service system positiveevolution towards multimedia customer service system. In order to maintain theleading edge in the market, and constantly improve customer service efficiency,meet customer perception, A company decided to carry out services for existingcustomers, system optimization and upgrading, to fully support multimedia customerservice operations. I was fortunate as the demand for system optimization designcontractor involved in the A customer service system optimization analysis andfunctional design.Based on the domestic and international telecommunications carrier’s customerservice system analysis, summed up the customer service system trends. Combinedsystem optimization and design theories, such as the structure-oriented andinformation engineering, analysis of Company A customer service system to optimizethe use of appropriate business process management, SOA architecture theory.During system optimizations, first, through the A’s customer service systemproblem analysis to identify business processes cumbersome, various businesssupport system integration and other services are not the problem. Secondly, based onSOA architecture combined with traditional systems analysis needs survey, made tomeet the business needs of Company A candidate services, and through quantitativeand qualitative analysis of the service were exposed and realization decisions, findthe need to add functionality to implemented services. Finally, the combination of A’sexisting systems, the detailed design of the A customer service system needs newfeatures, and these features feasibility analysis and testing. Conclusion of the studyshow the customer service system optimization is successful. |
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