Telecom Monitoring System Design And Research For Customer Service Operation

For the development of the enterprise, how to obtain good customer service and customer perception, winning reputation, increase customer stickiness, is a great challenge for today's intense competition under operators. This paper mainly from the perspective of telecom enterprise customer service operation monitoring, research and design a can real-time monitor customer service key indicators, and real-time data processing, show data, real-time transfer of data, monitoring the operation of the system.Show the main content of the traffic index monitoring system including customer calls and customer service customer CMTs work order processing two. The traffic data is received and stored by FLUME, and through the DataStation tool to push the platform, business data to the platform through the FTP upload data to the monitoring interface through the message queue, WebSocket cache, real-time push; in the kafaka cluster in broker by Storm, after processing the data show. The system onstage display uses the SpringMVC, the bootstrap frame and the Ajax way to carry on the demonstration to the data; uses the Hibernate frame to carry on the interaction with the database.Traffic, by the provinces to the headquarters through the form of WebService and FTP, real-time and timing for the two way transmission of data, headquarters through monitoring the provinces real-time traffic, traffic through rate, customer service satisfaction rate survey, customer advisory hot survey data, analysis and assessment of customer service operation of the. Industry and trade unilaterally, by the provinces to the headquarters through the form of WebService and FTP, real-time and timing transmitting single volume data based monitoring the provinces real-time, chief engineer for the single volume, move through a single volume, broadband industry and trade bill of quantities, fixed amount of the single data, the analysis and evaluation of telecommunications based products after-sales. Thus, the regional division of telecom management personnel can grasp the customer service quality, time attribute.Customer service operation monitoring system for telecommunication enterprises is to enhance the operator's marketing ability and grasp the customer service demand trends in a monitoring system. It will be effectively applied to telecom customer service operation management system, can improve customer satisfaction and enhance the ability of mastering telecom customer service innovation ability. How to occupy an advantageous position in the fierce competition is an important problem that the telecommunication operators must consider in the increasingly complex competition environment. The improvement of customer service quality of telecom enterprises is an important part of the market share. This paper mainly analyzes how to design and develop the telecommunication enterprise customer service operation system.