The Design And Implementation Of Ningxia Telecom Multimedia Customer Service System

With the rapid development of mobile Internet, telephone network, computer network, cable network to merge gradually towards IP telecommunication network at the same time, the next generation network NGN(NextGenerationNetwork) based on soft switch technology arises at the historic moment and matures. Customers, especially the 3g customers more and more used to access services via the Internet, through the Internet to provide service for the customer to become inevitable trend. The rise of social networks that smell sensitive companies find a new way of brand promotion, as the public account of mature operating way, online services gradually became the focus of the enterprise, micro blogging service has become the Ningxia telecom company image shows customer oriented and service important window, has become in addition to face to face and voice services to interact with users of the new service channel. This paper expounds the background of mobile Internet, telecom operators the problems existing in the traditional call center system, as well as to multimedia intelligent customer service system is the inevitable trend of the transition, the definition of multimedia intelligent customer service system, and the difference between traditional voice call center and the main function, and analyzed the key technical points, finally discusses the key points in implementation of this system.In this article, first of all, the demand of multimedia customer service system construction of Ningxia telecom analyzed in-depth knowledge; second, to the overall architecture and function module of the system planning and design, and function of each function module are described. Then, specific system technology implementation scheme is introduced, the multimedia service unified access module, customer view module, multimedia channel coordination module, intelligent traffic intelligent monitoring module, knowledge application module realization process to carry on the detailed instructions.Multimedia customer service system is to realize the unified access platform of China telecom customers, also effectively support the foundation of the transformation of China telecom Internet service platform. Follow the openness, safety and reliability, advanced, high efficiency, ease of use, maintainability and extensibility. Open standards system construction based on the industry, including all kinds of network protocol, hardware interface, database interface, etc., with good interoperability. System to follow the simple and easy to use page, unified style of Chinese customers, provide maintenance and management and real-time monitoring function, simplify the operation and maintenance of system. Through multimedia service platform in China telecom individual customer service system interface integration into on the basis of the unified entrance Internet comprehensive service platform, to achieve the purpose of improving service quality and improvecustomer perception, in the end, this paper introduces the system test, the test cases and test results of system main function module.