The Research Of Interactive Information With Customer Service System And Operations Support System

The telecommunication enterprise receives the user's direct reflection, cons ultation, complain, inquiry and so on.. Especially, the complain may be the most direct reflection of the enterprise whole service ability, and it reflects the us der's appraisal to the enterprise' whole serviceability.It is joined with the user egree of satisfaction target and loyalty target directly. The user to the different question reflection, it's reflected the enterprise different questions' existence of management, or feedback of organizes in each kind of product to the enterpri se'the weak link . To the enterprise, the user's complaint is an enterprise's ner vous system.In recent years, the complaint of network quality occupied the whole com plaint 30%. The user had bad opinion of didn't had the effective result. The n etwork quality also is one of the important causations to make user leave. The network question is specialized, and one time solves completely rate is low. The data of customer's complaint cannot feed back promptly gives the backgro und proeess.the pertinence to- deal with the network problem is short.So I had chose the item, Interactive information's research of the customer service system and operations support system . The designation experiments the province.So I had Chose a province to carry on the experiment. Build the platform of the customer service system and operations support system to test,to validate Whether the management goal does realize, to form one of the service stand ards and the technology standards of our company level,to determine the next step promoted plan in the nation. The ultimate objective is enhances one time solution rate of the network quality for service seats ,and enhances the accuracy of filling in the lists for the user complaint, to reduce redundant complaint to network quality.To realize to take the user complaint data as the reference, analyzes the customer complaint data fully, solve the network quality problem definitely,to make limited expense of the network optimizes solve the imperative network question.For that, We could enhance the user's sensation to the netw ork quality, the user's degree of satisfaction.The main target of item was managed experimental project of Initiating, P lanning Executing Controlling Process etc. Verification test key was whether th e platform is succeed,whether designs of the function was realize completely, whether all function was implemented entirely, and carries on the following be nefit analysis.With testing platform and BSS- OSS's layout, analyse service and technica 1 characteristic.We make out standard< the customer service system and operati ons support system's Service standard>and< the customer service system and o perations support system's System requirement book>.As it as standard for the next step promoted plan in the nation.And form a suit of standard actual conn ection for development.