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建设具有统一客户服务界面和服务流程的电信客户服务系统,实现对客户的个性化服务和对服务信息、服务流程的有效管理,以提高电信企业的服务和营销水平,成为电信企业当前亟待解决的问题。文中从TOM体系中BSS系统的功能模型出发,讨论了按此功能模型设计的电信客户服务系统的体系结构、组成、功能模块以及系统的特点,并阐明了电信客户服务系统建设中必须注意的问题,以期为电信企业设计电信客户服务系统并使之真正成为提升企业核心竞争力的有力工具提供参考依据。
To establish a telecom customer service system with a unified customer service interface and service flow so as to realize personalized service for customers and effective management of service information and service processes so as to improve the service and marketing level of telecom enterprises and become the urgent need of telecom enterprises problem. Starting from the functional model of BSS system in TOM system, this paper discusses the architecture, components, function modules and system characteristics of the telecommunication customer service system designed according to this functional model, and explains the problems that must be paid attention to in the construction of telecommunications customer service system , In order to design a telecommunications customer service system for telecom enterprises and make it a truly powerful tool to enhance the core competitiveness of enterprises to provide a reference.