The Design And Implementation Of Mobile Unified Customer Contact System

Unified customer contact system,a part of the customer relationship management system composing China Mobile's new generation of business operation support system,manages the life cycle of contact between China Mobile's customers and its various channels.Unified customer contact system provides complete contact channels,interface information,interactive mode,record and inquiry for the contact time,which supports the business contact that covers all channels of China Mobile,including operating rooms,operation by text,operation via mobile,customer service,etc.and improved unified and diverse client authentication,in an effort to achieve collaborative and supportive business acceptance.This paper studies on the design and implementation of mobile unified customer contact system,I divided into the following concrete work:Firstly,achieve the construction of Chenzhou City mobile unified customer contact system with the integral record of the customer contact information and blameless customer authentication information,not only to improve the security of the system,but also to provide customer contact for subsequent statistical analysis system related to mining may be analyzed.Secondly,based on the unified customer contact system for detailed needs analysis,this paper gives the overall design of business structure,function modules,the main interface,data architecture and network topology.Based on the China Mobile's latest technical specifications and business rules,then further refines data,processes,objects,interfaces and their relationship related to the unified customer contact system to clearly describe related functions in the Chenzhou mobile unified customer contact system construction,reflecting the functional units to be achieved as well as design ideas of our function domain.The system uses the browser/server(B/S)mode,based on four infrastructure:the presentation layer,service layer,middleware layer and database layer.Thirdly,for the unified contact information recording,unified contact information inquiries,contact information show in customer home,and customer identity management functions of this system,this paper gives a detailed design and implementation instructions.The core components of the system involved in the design and implementation instructions include of access to a unified contact with represent,beginning of contact,touch of contact,once completed contact,record associated contact of records operation category,management contact of records inquiry category,get contact configuration information,contact information inquiry,get the customer two months N exposure contact information and get detail contact information according to the contact represent.At present,the system has passed the functional and performance testing,and is put into operation in Shanxi and Anhui provinces.The system operates stably,can meet the business needs,and is now being promoted to other provinces.