Research On Optimization Of Operation System Of Yunnan Unicom Customer Service Center For Mobile Internet

With the global telecom operators launch the3G services and spreading high-speed mobile internet rapidly, smart phones based intelligent terminal rapidly develop, rapidly increasing penetration. Mobile internet is changing the whole world rapidly. Voice, SMS and other basic services is facing the impact of the development of OTT services.Operators are quickly into the pipeline. Operator’s traditional service and marketing model is also being challenged, it is difficult to keep up with rapidly changing user’s habits, the urgent need to optimize existing customer service model to adapt to change.This article analyzes the developments and trends in the mobile internet. Mobile internet customer communication made towards multimedia, multi-channel technology, social and fans. Telecom operators must provide service by APP, social tools and other forms of integration mode. Based in Yunnan Unicorn’s existing situation, research presented Yunnan Unicom customer care center process optimization, must be based on open Internet-facing unified strategy IT systems to SOA model.The introduction of a unified service mechanism for Internet service optimization strategy. Customer care center for most customer contact systems, knowledge management systems, sales management system appropriate technical architecture design open mode. Through system optimization, Yunnan Unicom customer care center in operation for mobile Internet era and the gradual development of the application of research results, some applications, such as mobile service client and wechat services to enhance the service perceived effect is obvious.This article concludes, optimization of customer service center system is just a part of the internet development of mobile telecom operators. For operators to realize intelligent pipe still need to be more extensive and in-depth research.