Research And Design Of Unified Support Platform For Telecom Front-End Business

With the rapid development of the communication industry,the competition among telecom operators is becoming increasingly fierce,and their service concept must be changed from the traditional business-centric to the customer-centric,in order to continuously improve customer viscosity,stabilize old customers,and attract New customers,increase revenue and reduce costs.This requires telecom operators to continuously improve the processing speed and accuracy of the front-end response to various traditional services(called main services such as broadband access,fixed-line telephones,mobile phones,etc.).Secondly,it is necessary to continuously expand service capabilities.The demand for services outside the main business(called valueadded services,such as server hosting,cloud platform leasing,and the development of IT systems)can also respond and service instantly,thus driving the growth of the main business.To this end,the thesis firstly carried out detailed research and analysis on the concept and technology of workflow,the concept and method of AHP,and the principles and methods of fuzzy comprehensive evaluation.Secondly,in order to make the above research results practical,the unified support system of telecom front-end service is designed based on the concept of unified service.Its main capabilities include: workflow-based business work order flow processing,automatic evaluation of valueadded services based on analytic hierarchy process and fuzzy evaluation.,business and enterprise customer business opportunity declaration,business knowledge management,employee compensation inquiry.Finally,the actual system is designed,implemented and tested in detail.The system application results prove that the system can effectively improve the speed and accuracy of the front desk business acceptance,value-added business opportunity analysis,improve the operational efficiency of the telecom enterprise,reduce operating costs,and improve user satisfaction.The main work of this paper:(1)Conduct in-depth research and analysis of relevant departments of telecommunications.(2)The concept and technology of workflow,the principle and method of analytic hierarchy process,and the principle and method of fuzzy comprehensive evaluation are studied.(3)The business acceptance work order processing function was designed and developed for the original manual acceptance business process of the front hall,applying the concept and technology of the workflow.(4)Applying the method of analytic hierarchy process and fuzzy evaluation,the value-added business opportunity evaluation function is designed and developed.(5)The SSM framework is used to design and implement the entire system while testing the functionality.At present,the system is stable and the application effect is good.