The Planning And Realization Of Customer Service Platform Of China Unicom Shanghai Branch

With the changing competitive environment, the Internet, the rapid development ofinformation technology,3G’s outshine the fixed soft switch-based NGN and nextgeneration Internet,3G words full of people’s attention, and even became a popularfashion language.3G brings more than just communication technology revolution; italso changes in the consumer market driving information.China Unicom has nationwide coverage, accessible world of modern communi-cations networks, mobile communications network is accelerating the pace of building,increase the fixed broadband network construction, and actively promote the fixed andmobile broadband networks, to provide customers with comprehensive, high qualitybroadband communications and information services. China Unicom Shanghai Branchto adhere to this philosophy, for better customer-centric, and further increase thedevelopment efforts, broaden the field of development, improve service levels, enhancethe overall competitiveness and overall sustainable development, the company set upearly in the development of customer call center platform. But with the coming wave of3G, the company has a new development, the original customer call center platformsystem has been unable to meet present and future business-oriented, so the companydecided to upgrade existing platforms to meet business needs.In this thesis, ASP.NET technology platform to3G technology as the theoreticalbasis, based on B/S structure, customer service platform system according to thecharacteristics of project management from the company’s actual needs, the company’sunderlying business processes carried out needs analysis, a clear system to achieve itsobjectives, further business processes on the system, the system function modules andthe corresponding database system design, end-use system uses four of the Webarchitecture and UML and related technologies for development. In the systemimplementation process, combined with SQL Server2000database, fast data processingcapabilities, and full use of. NET is simple, straightforward, rapid development features,successfully completed in the customer service platform to build. Including mobileoffice, mobile TV platforms, wireless search, mobile music, mobile shopping platform, comprehensive customer service center to meet the operational needs. System is running,not only to meet the work requirements, to ensure the smooth conduct of service, andfriendly interface, easy operation, increased efficiency, have been customers of all ages,a customer service center an important tool to achieve customer service.