The Design And Implementation Of Dalian Cable TV Customer Service Center System

With the advancement of the fusion of Telecommunication Internet and TV network in China. With the expanding scale of the local cable television network construction, the more intelligent applications enrich people's daily life, the more satisfaction of customer service in cable television industry which requires us to improve the management level of service constantly. Customer service center system now fully integrated information service system, computer network technology which provides a new and cable services for customers, and at the same time provides a rich marketing channel for cable television that change customer service center from "cost center" into "profit center".This thesis is about the design and implementation of the construction of Dalian Cable TV customer service center system which not only analyzing the development situation of domestic cable TV industry and the customer service center system both at home and abroad, but also introducing the demand for cable TV industry customer service center system. According to the characteristics and development trend of the Dalian Cable, I propose an overall design scheme of Dalian Cable TV customer service center system.According to the overall design, I made an detailed introduces of the workflow management, knowledge base management, system management, business acceptance, the telephone marketing, the design of the real-time monitoring and other business support platform; and then introduced the selection and design of database.This paper is mainly focusing on the design direction of Dalian cable TV customer service center system, and discussing the development tools, development language and server selection aspects which provides effective reference to complete the project of Dalian cable TV customer service center system.The last of the paper makes an implementation and a test for the customer service center system, the results of which shows the design conformance the requirement of Dalian cable TV service system, and it can make good provide for customer service.