CN102800040A - Large service system - Google Patents
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- CN102800040A CN102800040A CN2012101937224A CN201210193722A CN102800040A CN 102800040 A CN102800040 A CN 102800040A CN 2012101937224 A CN2012101937224 A CN 2012101937224A CN 201210193722 A CN201210193722 A CN 201210193722A CN 102800040 A CN102800040 A CN 102800040A
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Abstract
The invention discloses a large service system which comprises a unified access module (21), a unified service module (22), a large knowledge base module (23), a resident module (24), a data analysis module (25) and a peripheral system access module (26), wherein the unified access module (21) accesses and feeds back the service requests of multiple service terminals (1) in a unified manner; the unified service module (22) transacts the service requests; the large knowledge base module (23) provides various kinds of information to the unified service module (22); the resident module (24) recommends proper application according to the service requests; the data analysis module (25) performs management, extraction, analysis and statistics on various kinds of data; and the peripheral system access module (26) is connected to a peripheral support system (3). An operator-led perfect unified service system based on an industrial network is established, the inter-department and inter-enterprise barriers are broken, interaction between the client and the whole industrial chain is realized, a closed-loop management cooperation mode with a full flow is established, the service quality and service efficiency are improved; and the large service system is client-focused and can enhance the client experience.
Description
Technical field
The present invention relates to the communications field, relate in particular to a kind of big service system system.
Background technology
At present, the telecommunication industry value chain is to be core, other interests relevant enterprises, the common increase in value chain of setting up of client with the operator.In communication network and the lasting increase of scale of consumer, be core with the operation field, the complete telecommunication industry system that research, exploitation, basic unit, operation, service etc. closely link to each other is tentatively set up.
Existing service system and client's contact point is too much; Be not easy to form the unified standard and the standardized management of service, and lack service initiative and convenience, be the passive client's of acceptance consulting and complaint; Statistics and decision analysis to customer information are not enough; Thereby demand that can't the priori knowledge client can't navigate to the problem strictness of customers' responsiveness the relevant link of production and operation, accurately positioning analysis client's demand orientation.
Summary of the invention
The technical matters that the present invention will solve is; Existing service system and client's contact point is too much; Be not easy to form the unified standard and the standard of service, and lack the initiative and the convenience of service, not enough to the statistics and the decision analysis of customer information; The accurate defective of the demand of location client orientation provides a kind of big service system system.
The technical solution adopted for the present invention to solve the technical problems is: a kind of big service system system is provided; Comprise: the unified unified AM access module that inserts the services request and the feedback of a plurality of service terminals; The unified service module that links to each other services request is handled with unified AM access module; Be connected to the big base module that unified service module provides various information with unified AM access module and service module; Link to each other according to the storing module of staying of services request and the suitable application of recommendation with unified AM access module, unification service module and big base module; With unified service module, big base module with stay the data analysis module that storing module links to each other various data are managed, extracted and add ups, the peripheral system AM access module of the support system of the access periphery that links to each other with data analysis module.
Preferably, said big service system system also comprises the system management module that is used to accomplish system management work, and system management work comprises account management, rights management, system resource management, flow monitoring, network management and attendant's training and examination.
Preferably, said service terminal comprises business hall, website, note, microblogging, the palm Room, service hotline, self-aided terminal, club and/or MSN.
Preferably, said support system comprises business innovation subsystem and the business support subsystem that links to each other with the business innovation subsystem, information support subsystem, builds support subsystem and O&M support subsystem.
Preferably, said business innovation subsystem links to each other with peripheral system AM access module and is used for Collection and analysis client's information.
Preferably, said business support subsystem and peripheral system AM access module are connected to peripheral system AM access module the major product of operator, the value-added product of operator and partner's value-added product service are provided.
Preferably, said information support subsystem and peripheral system AM access module are connected to voice, note, flow, value-added service consumption information and the business change information that peripheral system AM access module provides said client.
Preferably, said construction support subsystem and peripheral system AM access module are connected to peripheral system AM access module provides networking information and generation to build resource information.
Preferably, said O&M support subsystem and peripheral system AM access module are connected to peripheral system AM access module network and equipment running information are provided.
Preferably, business support subsystem, information support subsystem, construction support subsystem, O&M support subsystem and business innovation subsystem include content supplier, service provider, telecom operators, commission merchant and affiliate.
The big service system system of embodiment of the present invention; Has following beneficial effect: set up leading perfect unified service system based on the industry network with operator; Customer-centric, serve as theme with event handling, break barrier between inter-sectional, enterprise; Realize the mutual of client and complete industrial chain; The closed loop management modality for co-operation that foundation is carried throughout with flow process realizes that the service collaboration between each cooperative enterprise on the industrial chain, marketing are collaborative, technology synergy, innovation are collaborative, management synergy and development are collaborative, and realizes that the value between industrial chain and the client is collaborative; Improve service quality and efficiency of service, promote customer experience.
Description of drawings
To combine accompanying drawing and embodiment that the present invention is described further below, in the accompanying drawing:
Fig. 1 is the structural representation of the big service system of the present invention first embodiment of system;
Fig. 2 is the structural representation of the big service system of the present invention second embodiment of system;
Fig. 3 is the structural representation of the big service system of the present invention second embodiment of system.
Embodiment
In order to make the object of the invention, technical scheme and advantage clearer,, the present invention is done further explain below in conjunction with accompanying drawing and embodiment.Should be appreciated that specific embodiment described herein only is used to explain the present invention, and be not used in qualification the present invention.
Like Fig. 1, shown in 2; In the big service system system implementation of kind provided by the invention example; Comprise: the unified unified AM access module 21 that inserts the services request and the feedback of a plurality of service terminals 1; The unified service module 22 that links to each other services request is handled with unified AM access module 21; Be connected to the big base module 23 that unified service module 22 provides various information with unified AM access module 21 with service module 22; Link to each other with unified AM access module 21, unified service module 22 and big base module 23 according to services request and recommend suitable use in storing module 24; With the data analysis module 25 of unifying service module 22, big base module 23 and linking to each other various data are managed, extract, analyzed and add up in storing module 24; Link to each other with data analysis module 25 and to insert the peripheral system AM access module 26 of peripheral support system 3, be used to accomplish the system management module 27 of system management work, system management work comprises account management, rights management, system resource management, flow monitoring, network management and attendant's training and examination.
Unified AM access module 21 is linked into a plurality of service terminals 1 in the big service platform through this module unification, carries out the integration of services channels; And the mode and the big service system system opening relationships of passing through " incident "; Any between client and the big service system system manages with the form of " incident " alternately, here the incident with the client be summarised as consulting, inquire about, handle, complain, experience, pay a return visit, investigation etc., to realize some access by all kinds of means; Unified service; And to the service process carry out unified monitoring, reach unification, standard, the standard of service, and can realize the customer information of all service terminals 1 is carried out confluence analysis; Confirm client's demand, for business decision provides foundation.
Wherein, in unified AM access module 21, the customer representative and the expert group of service is provided for the client; Expert group comprises managerial expert, technical specialist, professional expert and serves expert etc.; The customer representative at first solves client's incident, and the incident in that the customer service representative can't resolve is solved by the member of expert group.
Stay storing module 24, main in demand for services according to the client, to lead referral suitable application, business, can directly be pushed to service terminal 1 according to client's consumption feature through system; Perhaps, directly push network test software, carry out the function such as test and location of network problem to service terminal according to the customers' responsiveness network condition.
Data analysis module 25; Realize management, extraction, analysis, the statistics of data, carry out the functions such as analysis, excavation and creation of precision marketing analysis, business innovation, product life cycle tracing management, customer life cycle tracing management, report form statistics, whole process quality inspection, networking optimization analysis, products innovation analysis, affiliate's flow monitoring management, affiliate's service valuation, customer demand.
The access-in management of peripheral support system 3 is carried out in peripheral system AM access module 26, and what comprise support system 3 and service system system 2 interfaces greatly communicates by letter functions such as the transmission of data and management.
System management module 27 mainly carries out account management, rights management, system resource management, flow monitoring, network management and attendant's training and examination etc.
As shown in Figure 3; In big service system system implementation example of the present invention; Support system 3; Mainly be to solve client's incident that big service system system 2 transfers, the information that provides according to big service system system 2 is on the other hand carried out the optimization innovation of all enterprise production and management links such as perfect of change, the functions of enterprise management of transformation, the charge mode of construction optimization, upgrading product innovation, the marketing strategy of network; Thereby reach the purpose that promotes enterprise competitiveness; Certainly the operator just not of enterprise here also comprises other affiliates on the industrial chain, because the information that the data analysis module 25 in all big service system systems provides is that each cooperative enterprise is shared.
O&M support subsystem 35 is connected to peripheral system AM access module 26 with peripheral system AM access module 26 network and equipment running information is provided.O&M support subsystem 35, main running status, the equipment running that network is provided to system; And system provides client's complaint situation to O&M support subsystem 34, be convenient to the network equipment construction, improve the arrangement of engineering right of priority.
Through affiliates such as the content supplier on the industrial chain, service provider, telecom operators' (comprising its each subsidiary company, all departments etc.) and commission merchant being integrated and big service system of the present invention system; For the client provides unified, service timely and effectively; Realize customers as center, the maximized purpose of value of services.
Certainly, big service system of the present invention system not only can be used for the communications field, also can be used for other industries, thereby realizes collaborative on the industrial chain, realizes promptly on the industrial chain that seven between each cooperative enterprise are collaborative greatly, for the client provides better service.
Seven is big collaborative for service collaboration, technology synergy, management synergy, marketing are worked in coordination with, innovation is collaborative, it is collaborative to be worth and develop collaborative.
Service collaboration is unified contact point, unified flow process, unified service data, and each service terminal multi-point interactive from function, business, the unified service of three dimensions of data, connects inner, partner resource, provides whole process unified service.Technology synergy is each inner related resource data support platform of effective unification, draws logical and partner resource ability simultaneously, and unified technical capability is for business development and service provide technical support.Management synergy is through the service data analysis and refines, the operation support service alarm of being correlated with, and coordination linkage improves the operation support ability; For relevant affiliate, service standard is proposed, the monitor service process.Marketing is collaborative, is and gos deep into the big service platform service data of mining analysis, judges client's behavior, and the accurate marketing location is carried out in clear and definite 4P location.Innovation is collaborative, is and the efficient intercommunication of innovation service platform, through the service data analysis, satisfies, excavates, creates the new business demand, provides innovative service to experience and feedback through big service platform simultaneously.Be worth and work in coordination with, be through big service platform customer service is provided, satisfy the customer service requirement; Through collection, Analysis Service process data, understand the potential demand of client, be the collaborative basic data that provides of marketing, innovation.Development is collaborative, is the optimization service level, improves the operation support ability, promotes product innovation capability, better offers high-quality service and new product for customer service, also brings new profit point to operator simultaneously.
The above is merely preferred embodiment of the present invention, not in order to restriction the present invention, all any modifications of within spirit of the present invention and principle, being done, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. one kind big service system system; It is characterized in that; Comprise: the unified unified AM access module (21) that inserts the services request and the feedback of a plurality of service terminals (1); The unified service module (22) that links to each other said services request is handled with said unified AM access module (21); Be connected to the big base module (23) that said unified service module (22) provides various information with said unified AM access module (21) and said service module (22); Link to each other with said unified AM access module (21), said unified service module (22) and said big base module (23) according to said services request and recommend suitable use stay storing module (24); With said unified service module (22), said big base module (23) and the said data analysis module (25) that links to each other various data are managed, extract, analyzed and add up in storing module (24), the peripheral system AM access module (26) of the peripheral support system (3) of access that links to each other with said data analysis module (25).
2. big service system according to claim 1 system; It is characterized in that; Said big service system system also comprises the system management module (27) that is used to accomplish system management work, and said system management work comprises account management, rights management, system resource management, flow monitoring, network management and attendant's training and examination.
3. big service system according to claim 1 system is characterized in that said service terminal (1) comprises business hall, website, note, microblogging, the palm Room, service hotline, self-aided terminal, club and/or MSN.
4. big service system according to claim 1 system; It is characterized in that said support system (3) comprises business innovation subsystem (31) and the business support subsystem (32) that links to each other with said business innovation subsystem (31), information support subsystem (33), builds support subsystem (34) and O&M support subsystem (35).
5. big service system according to claim 4 system is characterized in that said business innovation subsystem (31) links to each other with said peripheral system AM access module (26) and is used for Collection and analysis client's information.
6. big service system according to claim 4 system; It is characterized in that said business support subsystem (32) is connected to said peripheral system AM access module (26) with said peripheral system AM access module (26) major product of operator, the value-added product of operator and partner's value-added product service are provided.
7. big service system according to claim 4 system; It is characterized in that said information support subsystem (33) is connected to voice, note, flow, value-added service consumption information and the business change information that said peripheral system AM access module (26) provides said client with said peripheral system AM access module (26).
8. big service system according to claim 4 system is characterized in that said construction support subsystem (34) is connected to said peripheral system AM access module (26) with said peripheral system AM access module (26) provides networking information and generation to build resource information.
9. big service system according to claim 4 system is characterized in that said O&M support subsystem (35) is connected to said peripheral system AM access module (26) with said peripheral system AM access module (26) network and equipment running information are provided.
10. big service system according to claim 4 system; It is characterized in that said business innovation subsystem (31), said business support subsystem (32), said information support subsystem (33), said construction support subsystem (34) and said O&M support subsystem (35) include content supplier, service provider, telecom operators, commission merchant and affiliate.
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| Application Number | Priority Date | Filing Date | Title |
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| CN2012101937224A CN102800040A (en) | 2012-06-13 | 2012-06-13 | Large service system |
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| CN2012101937224A CN102800040A (en) | 2012-06-13 | 2012-06-13 | Large service system |
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| CN102800040A true CN102800040A (en) | 2012-11-28 |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107133708A (en) * | 2016-02-26 | 2017-09-05 | 深圳靶向信息服务有限公司 | It is a kind of can be with the scheme of enterprise service level |
| CN107133707A (en) * | 2016-02-26 | 2017-09-05 | 深圳靶向信息服务有限公司 | Run assistance application system |
Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101668021A (en) * | 2009-09-23 | 2010-03-10 | 深圳市阿尔斯电信技术有限公司 | Terminal signaling platform, operation equipment signaling platform and convergence system of three networks (telecom, Internet and CATV) |
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- 2012-06-13 CN CN2012101937224A patent/CN102800040A/en active Pending
Patent Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101668021A (en) * | 2009-09-23 | 2010-03-10 | 深圳市阿尔斯电信技术有限公司 | Terminal signaling platform, operation equipment signaling platform and convergence system of three networks (telecom, Internet and CATV) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107133708A (en) * | 2016-02-26 | 2017-09-05 | 深圳靶向信息服务有限公司 | It is a kind of can be with the scheme of enterprise service level |
| CN107133707A (en) * | 2016-02-26 | 2017-09-05 | 深圳靶向信息服务有限公司 | Run assistance application system |
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Application publication date: 20121128 |