Analysis System Based On Radio And Television Networks Of The Data Warehouse Customer Service

Digital Television technical development gived the cable T.V. operator unprecedented opportunity ,also accompanying with a huge challenge.Through several years, Kunming Broadcast & Television Network Center has already built up own application system of customer service center;It made use of the advanced Computer & Communication Integration(CTI)technique,combining with other business systems organically and adopting the forerunner's service to satisfy customer of different layer, characteristic and device needs, making the latent customer become realistic customer, to contribute more characteristic service for the business enterprise profit margin;Also it can promote the service level very soon, in the meantime overlay the service network of whole districtses by smaller price establishment,and create a larger customer value.But the customer service center built up still face to business process for lord, lack handling the business of depth analisys , can't get a necessary information to decision ; therefore, the cable TV net company paying attention to the CTI should pay attention to make use of the true data of customer service center and provide for the management of business enterprise detailed of decision support.Therefore, we put forward building up a CATV Customer Service Center,combing data warehouse, On-line Analytical Process(OLAP) technology , establishing data analytical model to obtain business enterprise management analytical information, rising business enterprise management the quality of the decision.CATV Customer Service Center provided the customer service behavior analysis and the customer analysis , raising the customer service quality, making Kunming City broadcast & television network center to develop more intelligentized and customized.Firstly ,this paper overall introduced the concept of data warehouse, explained the architecture of the data warehouse, discussed the specialty of the architecture of the data warehouse and the characteristic of data warehouse for many angles. Secondly basing the history data and application demand analysis of the customer service system and customer management system,analyzed and designed prototype system of the data warehouse structure of Kunming Broadcast & Television Network Center .Thirdly, according to analysis and design of first stage, selected by examinations convenience viable implement strategy, carried out several topics of OLAP demonstration including business, customer and agent,also passed to experiment to verify the usefulness of that system.Lastly, considering introducing other other analysis technique for example data mine technique into the OLAP analysis.