Development For The System Of Fushun Unicom 10010 Customer Service

Telecommunications companies through the recent integration of the reorganization of the Fourth, the new China Telecom, China Mobile and China Unicom, the formation of the three operations have the capacity of the main competition in the market. Operators to realize new joint operations necessary to achieve operational, personnel, financial integration and so on, but other aspects of IT integration is the prerequisite and basis for integration. IT systems for the builders, the reunification of the suffix-mail, unified customer service phone only have the appearance of IT integration, which has representation on behalf of the operators re-emergence of a unified face of the determination and unity of operations.Generally speaking, the company will pursue the integration of the general market and the principle of priority customers, integration is the preferred channels of contact with customers. Operators after the reorganization, it is necessary to be able to achieve customer-centric customer service channels. Perceived from the user point of view, operators need to ensure that the customer service system, regardless of what kind of business clients, the clients feel that the use of an operator's business, so we need the support of a new business-wide customer service system of China Unicom 10010 .Since the concept of customer service systems have had has not been cooling, delicate and effective communication has always been the pursuit of the highest of human communication.First-generation customer service systems, that is, artificial easy hotline century originated in the 30s on the developed countries. Characterized by its basic manual, the requirements of the operator a very high professional skills, and labor intensity, and bad features, low efficiency. Generally used only for the admissibility of the user complaints, advice.Second-generation customer service systems, IVR interactive response system, widely used computer technology, data sharing implementation database; voice response technology to automatically reduce the labor intensity of the operator to reduce the error rate; the use of automatic call distributor seats balanced traffic volume, lower respiratory loss, improve customer satisfaction and so on. The use of dedicated hardware platform and application software implementation and are difficult to meet customer demand for personalized, bad flexibility, upgrade inconvenient and costly.Third-generation customer service systems, CTI-based customer service technology system that uses CTI technology to achieve voice and data synchronization of both automatic and manual Voice Services Call Center Services. Mainly by telephone, fax client users.Fushun Unicom 10010 customer service system is based on the actual situation of Fushun City in the original two sets of the basic platform on a system developed for the city's all original and the original Netcom, China Unicom customers to provide customer services, business consulting and processing, call information, barriers to reporting, complaints and suggestions functions together to form an integrated system of customer service. Solution of the original exchange between the two systems should not, should not share resources, production inefficiency, duplication of functions exist, can not be used to meet new business needs.Unicom IP Switch the main figure by the UIS Queue, CTI middleware, ZT 5085 12U high-availability platform, database servers, file servers, application servers, IVR (interactive voice / fax response) systems, sound recording system. CTI middleware applications with a unified interface library to provide the exchange of multiple devices to connect the fully integrated and intelligent, to support the focus on Service, provides a wide range of monitoring activities and Telephone Service Report function. Queue figure and achieve ZT 5085 12U main system of communication and exchange functions, file server storage systems process flow document, the system voice. Database server data storage system configuration and user data, application server by the gateway server, TTS / ASR server component. IVR system can provide 7×24 hours of uninterrupted service, the system uses a total of 12 Units IVR servers, stand-alone configuration for 3 E1 voice interface. Nice sound system's audio products, recording the way through the recording of the seat.The design principles of both normative and practical, easy operability and maintainability, reliability, security, scalability, openness, portability. Low-cost, full use of VOIP technology, all the features to achieve through software, eliminating the need for substantial hardware investment, and protect the original investment, deal flow at the same time the system has been further optimized.Hardware and software modular structure, open-platform design, with a rich interface, and improve network capabilities and the powerful advantages of the software features, design capacity of 800 seats. System is currently 70 E1 digital access relay (1000 road), the provision of 34E1 (500 Rd) IVR automated voice services, 200 person-seating.Unicom IP Switch using a variety of mainstream softswitch technology, with an open architecture, competitive networks for the exchange of cost-effective platform. Unicom IP Switch up in the functional plane can be divided into applications, call control plane, the media transport plane, network management plane. Unicom IP Switch is a software-based distributed switching / control platform, between the various functional plane using standard protocol and interface generic. Unicom IP Switch is the most important characteristics: the business layer and the separation of call control layer, call transfer media access layer and layer separation. Goal is to open the separation of business, control, access and exchange between the protocol, so that the business really independent of the network, flexible implementation and effective provision of services. Can define your own configuration and operational characteristics, do not have to care about the form of bearer network operations, as well as terminal types, making the provision of services and applications have greater flexibility.Systems tested can be a smooth operation, to provide users with 7×24 hours of uninterrupted service. Fushun Unicom 10010 customer service system, set up the system has become an open, advanced, flexible, efficient and easy to expand the telecommunications system platform General Client Services, will provide more convenient customer service, high-quality, in order to provide more comprehensive management Analysis of management functions, improve existing customer service centers, a comprehensive analysis of the demand for customer service, change from passive to active Service Service, Service set up the brand image, reduce operating costs, and enhance the core competitiveness of enterprises and at the same time continue to introduce new services, to provide for the expansion of new business platform.