The Construction Of Beijing Customer Service Portal System

With the development of internet, the recombination of telecommunications industry, the distribution of license tag of 3G operation, a series of executions for the reformation of telecommunications and a fair, competitive environment given to each operator, it declares that telecommunications industry open a new period of the Warring States. Each operator blows their horn and flings all their energies into the battle to win more clients and dominate a larger segment of market.Beijing Unicom, as one of the leading operators in Beijing telecom markets, thinks highly of the improvements of the quality of customer services, the promotion of customer satisfaction with services and the building of the corporate image. Beijing Unicom adequately implements the service concept-"put customer first and cares for each customer". Beijing Unicom tries to meet every customer's demand by constantly improving the overall level of service awareness. As a window to provide services directly to the public, customer service portal system become increasingly important in services of Beijing Unicom. This claims a higher request on service capacity and extended capability.Customer Service Portal System is an open platform which aims at providing internet users with Beijing Unicom Company profile, products, tariff adjustment and introduction, business acceptance, cost of inquiries and other customer service aspects. Beijing Unicom Company utilizes customer service portal system to turn towards customers with a uniform "service window" and overall corporate image. Customer service portal system provide services for the public, but also offer online-accepted channels for the Beijing Unicom's community manager, agents, call center, navigation center, electronic channels and other departments. This paper probes into the building scheme of Beijing Unicom customer service portal. It expounds the adopted software framework, hardware, peripheral interfaces, describes the key points of relevant technologies and analysis the practical problems encountered in the system construction.