The Design And Implementation Of Phone Manager Business Support System For Mobile Communication Company

In recent years, with the rapid update of wireless communication technology and the popularization, the telecommunications industry is also increasingly fierce competition between, retain old customers and win new customers become the major operators marketing focus. The impact of customer or is not only the hardware facilities and advanced technology, service experience is an important condition for customer selection operator. How to make use of modern information technology, combined with the existing information platform, to build integrated customer service call center, improve the response speed to customers, resolve customer demand in a timely manner, maintain customer relationships, improve the competitiveness of operators to become the primary problem to win customers.Phone manager as China Mobile unique, for the high-end customers with high efficiency and low cost, convenience, the dominance of the service marketing channels, can by telephone, SMS and other convenient, at the same time provide exclusive services to our customers and coordinate other related service channels to provide "full seamless" service for the customer, the realization of "take the customer as the center" the service idea. The realization of phone manager, this paper studies the system uses the B/S structure, the supporting service system uses the current mainstream commercial J2EE product development framework, provide the function call and information support by HTTP. By introducing the workflow engine, a distributed transaction engine, report system, computer telecommunication integration system, provide reliable workflow and graphics, voice, text information processing exhibition services for the business layer. This paper according to the software engineering idea, the system needs analysis, system design, including function design, logic structure design, network topology design, database design, and implementation of key modules have been analyzed and introduced the concrete.The high-end customers is the communication of company core customer resources, are also a focus of the whole business competition environment for the major operators. The research results of this paper plays an important role in the telecommunication enterprise customer relations management and improve the efficiency of the effective operation of the telephone system, the manager will have a positive impact on the business process specification, the improvement of customer satisfaction, as the target market analysis of telecom enterprise accurately, grasp the project provides some data reference and direction of change of market demand, provides the powerful safeguard for the telecommunication enterprise scale benefit and long-term development. At the same time, the research results of this paper will provide a reference for the similar enterprises operation and management.