The Design Of Channels And In Collaboration Of China Mobile Phone Manager Call System

After the restructuring of China Telecom, the Communication Service Providersare into the whole business era. China’s telecommunications market is gradually into thesaturation competition stage, the growth of new market tends to slow, and the stockmarket competition is gradually increasing. The main revenue of CommunicationService Providers comes from the outstanding contribution of high-end customer. Theretainment of high-end customer is the foucus for the future business development. inorder to stabilize the high-end customers, SCMCC company set up a professional teamby telephone managers who provide the one-on-one services to the high-end customers.at the same time, the Phone Manager Call System(PMCS) is constructed, whichimprove the service efficiency and the information sharing,Phone Manager Call System(PMCS) is a WEB application which is based on JAVAEE architecture and making integrated innovation. By integrated the key function ofBusiness Operation Support System(BOSS), Business Analysis Support System(BASS),and customer service system. By the key function, channels and in collaboration, theproblem of order processing efficiency low without the system monitoring will besolved. Based on Basic research and detailed requirement analysis, the SC companyputs forward channel coordination function development demand. This paper describesthe business and design process of channels and in collaboration function through thedifferent aspects. The function of channels and in collaboration makes up by creatingorders, turning order, processing orders and order management etc. the PMCS is basedon B/S structure, and the development technology is based on MVC of Springframework, using XML, Hibemate and other related technology, channels and incollaboration function provide the services through the WebService interface of system.The PMCS as an integrated system, that embedding the channel coordinationfunction in the BOSS and using the workflow engine technology processing task workorder. The affections of user accessing test is remarkable. At present,21cities havedeployed the system of channels and in collaboration. There already are267telephonemanagers having serviced the high-end customers with the system, The system daily call out quantity is above5500per day, and average quantity of dealing with customerbusiness is430per day, the served customers keeped rate at around98%per month.Now, the PMCS system is stability, and the function of channels and in collaborationcompletely support the telephone manager in daily work, which make a important effectto prevent the customer run-off rate decline and rise the dealing business rate.