随着全球电信运营商推出3G业务,高速移动上网快速普及,以智能手机为

主的智能终端得到快速发展,普及率迅速提高。在网络高速化与终端智能化的双

重推进下,移动互联网快速发展和变化迅速改变着整个世界。通信运营商传统的

语音、短信等基础业务面临冲击,OTT业务快速发展,运营商迅速被管道化。

运营商传统的服务与营销模式也受到挑战,难以跟上用户使用习惯的快速变化,

迫切需要优化现有客户服务模式以适应变化。

本文分析了移动互联网的发展和趋势,提出移动互联网客户沟通朝着多媒体

化、多渠道化、社交化和粉丝化,电信运营商面向移动互联网用户提供服务必须

通过开放内部资源实现APP、社交工具等多种形式的服务营销模式整合,才能跟

上发展节奏。以云南联通的现有状况为基础,研宄提出云南联通以客户为中心进

行服务过程的优化,必须建立在面向互联网的统一开放的策略上,提出在客户服

务运营支撑IT系统整体架构上以SOA模式引入面向互联网服务的统一服务机制

的优化策略。对客户服务中心最为核心的客户接触系统、知识管理系统、销售管

理系统进行相应的开放模式的技术架构设计。通过进行系统优化,云南联通客户

服务中心在面向移动互联网时代的运营与发展中逐步对研宄成果进行了应用,部

分应用如手机营业厅、微信服务的使用对提升服务感知水平效果明显。

本文最后总结,客户服务中心体系的优化只是电信运营企业拥抱移动互联网

实现转型基础工作的一小部分,对于运营商实现智能管道,参与移动互联网整个

产业链的运作仍需要进行更为广泛与深入的研究。

关键词:移动互联网客户服务中心并放平台优化

Abstract

With the global telecom operators launch the 3G 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 fansTelecom 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.

Keywords: Mobile Internet Customer Care Center Optimization