Design And Implementation Of China Unicom Online Customer Services System

With the rapid development of network industries,Internet go deep into E-commerce field continuously.Staying at home to deal with things and buy daily goods from the Internet has become a kind of life style in China.Although there are many strengths at online shopping,there are still exist two problems in process of buying: first of all,this new model do not meet the traditional shopping habits,people don't want to make the buy-or-not decisions only based on the information presented on the page,they usually need to ask some questions about the goods they like.;the second is the merchandise quality is not warranted from the internet and the purchase complaints is increasing recently.In addition,the defective and the repairing issues are also big deal to the users.To get through above problems and boost our sales,the idea to build the online custom service system was raised to the surface.After comparing all of the electronic channels in China Unicom,we decided to dispose the system in online business hall,the target is to provide an Integrated Services Platform for customer,this platform is mainly to process the consult & complaint about 3/4G service and broadband service.In the beginning of the paper,we introduce the background of this system.After detailed requirement analysis to the function,we conduct the summary design & detailed design of the platform on architecture,functional structure,interfaces,database,and safety requirements.After the coding development,we accomplish the test,the function display and the improvement of the platform.Finally,we summarizes the existing problems and shortcomings of the platform and prospect the future.The idea of software engineering covers the whole project processing.From the requirement analysis,and the summary design,the detailed design,to the part of testing,all above follow this idea.Because of that,it can make sure the controllability of the platform on cost,schedule,risk,quality during the process of project and promote the efficiency of development.Finally it can satisfy the demand of users in terms of the platform on reliability,usability,performance,supportability or other aspects.The paper gets through the construction work of the system.It achieves the functions on data presentation,data finding,data statistics and other terms of different service modules.This project laid a solid foundation to create a comprehensive Internet service platform in the future.