The Planning Design And Implementation Of A SOA Based Customer Service Suport System

With the continuous expansion of communication services, the user via the operator’s complaint hotline for complaints, and the operator’s complaint handling staff classification for complaint handling, the front seats include customer service, customer service experts, agents, network management and control room to Fen front-line staffs handling of complaints, professional room second-tier network of experts. Network side of the complaint handling including Voice, Data, Internet, Network coverage, Broadband and other types of complaints, which related to the network side of the various types of expertise, usually have the professional support system. Problems with existing patterns of complaints are as follows:the maintenance of a variety of different departments will be moved to the complaint before the call center tools, resulting in numerous network tools like complaint handling, professionalism outstanding, isolate the system data, complaint handling system and more people log on, the handling of complaints efficiency in dealing with complaints is very low, not a complete understanding of user complaints, complaint handling to enterprises in need to invest substantial human and material resources.This paper studies and SOA-based architecture, network support customer service system, according to Chongqing Mobile complaint handling requirements, involving complaints related business analysis and research, analysis, complaint handling requirements and data content management needs, set customer complaint handling main functions and core processes. According to complaint handling requirements, Chongqing Mobile to build SOA-based customer service systems network support solutions, including system architecture, processes, functions, data integration and security design.The project implementation is completed in Chongqing Mobile, Chongqing Mobile’s efficiency in handling complaints has been significantly improved, simplified handling difficult customer service, reduce business costs. SOA-based architecture of the network while supporting customer service system to achieve effective integration of the network complaints forward tool to achieve a quick complaint Wizard function, with a scalable, reusable, loosely coupled characteristics, to meet the network forward complaints requirements, improve customer satisfaction.The actual situation in the article is referred to complaint handling of Chongqing Mobile, in-depth investigation of specific business needs, combined with Chongqing Mobile network management status, current network management system to build a network of hardware solutions, mainly related to the current system’s ability to support basic, estimate the performance of the application server, database server performance and network bandwidth demand estimation, taking into account data security, build a reasonable business VPN and DMZ zone to open up the channel. Provides both network security environment, but also to achieve a cross-domain access problems.This sampling design environment in the software program introduced the basic technology integration services approach, the basic sample of complaints to achieve the wizard, and single sign-on system implementation process. Through the extraction system of the sample code explains the core technology, WEB SERVICES, interface with external systems to achieve agreement between the messaging system.In this article the project implementation process, a summary description of the implementation of the project engineering and project management related content, including the project schedule management, project communication management, project issue management, project change management, project risk assessment and project quality management, the actual project implementation process, a detailed description of each project management and control of the basic requirements and methods to improve the controllability of project implementation, to ensure the normal implementation of the project.Finally, by summing up, described the significance of project implementation and effectiveness, improved efficiency in handling complaints of Chongqing Mobile.