运营商智慧客服体系化建设

从运营商重要的语音客服热线、微信客服智能化发展出发,首先分析了传统客服面临的问题与挑战,对人工智能技术在客服领域应用的关键技术进行了客观的评估,提出人工智能与运营商客服结合的方向和体系化思考。结合某运营商现网实际情况,针对人工智能与运营商客服结合的关键技术和应用实践进行了剖析研究,推进智能语音客服、微信机器人的应用实践,提出现网改造、能力开放、智能应用体系部署解决方案。最后对人工智能在智慧客服中的应用进行了展望。     

5G时代,有线接入网基础资源布局思路探讨

双千兆时代,网络规模空前巨大,有线接入网更是因覆盖范围广,建设规模大,投入人力多,投资占比高等因素,成为研究重点。文章根据有线接入网架构演进,从“点(各类业务及分纤点)、线(各级管线)、面(业务汇聚区)”三个层面对基站、家客、集客等业务接入、分纤点规划及业务汇聚机房等基础资源规划进行研究。     

省级广电网络全业务客户服务支撑系统建设与应用

全省客户服务平台主要承担客户服务的话务接续工作,通过建设集中平台,配置远程座席,实现了省级广电网络全业务的统一接入、集中部署和分散处理。同时,通过整合现有客服资源,完成了数据、管理和服务的统一。本文从建设背景、建设规划、技术创新点、建设内容及应用情况等方面较为全面地阐述了全省客户服务系统的基本情况,该系统能够提供省级广电网络全产品全业务的客户服务支撑能力。     

The BT HP alliance — integrated service delivery

The BT HP alliance was established to address the challenges that arise with global ICT outsourcing, bringing together the world-class capabilities of BT and HP to provide a full service outsource capability — where such an arrangement would yield benefit to BT, HP and clients. This paper will look at some of these challenges and in particular those which relate to the provision of ‘end-to-end’ service management. It describes the BT HP alliance’s approach to the delivery of an integrated service, and how the issues raised can be addressed using an integrated service architecture (ISA). The core components of the ISA, namely the customer portal, the service catalogue, the joint service delivery model (JSDM), the joint service delivery architecture (JSDA), and the supporting data storage, are identified and described. In order to describe the approach taken to develop the ISA, incident management is used as an example to show how the existing service delivery processes are aligned in the joint service delivery model. It is recognised that there are existing process standards and frameworks within both companies, and hence, in the early stages of establishing a joint service delivery capability, the approach is to rely on these existing processes and identify and harmonise the necessary interfaces between them. The overall effect of this is to provide a seamless view of service delivery from the customer perspective. As well as aligning these processes, in some cases they are also bonded together, where it is appropriate and where there is an identified benefit. The paper will also describe the infrastructure and systems that have been put in place in order to electronically bond and automate processes by using the JSDA, taking the incident management process as an example. HP     

Nom 2.0: innovative network operations and management for business agility [technology leaders forum]

Faced with growing fierce competitive pressure on all fronts and market saturation, traditional telecommunication operators are now struggling to find the breakthrough approach by which they may successfully reshape their role from network service providers to multimedia service providers. They are re-examining their voice-centric business models and deploying next-generation networks (NGN) for QoS-guaranteed delivery of multimedia quadruple play services (QPSs). To cost effectively realize these paradigm shifts, the existing ";stability-oriented"; network operations and management infrastructure and processes should be migrated into ";service-oriented"; and ";business-driven"; network operations and management within the context of today's multimedia and converged business environments. In this article, I'd like to introduce Network Operations and Management 2.0 (NOM 2.0), which is an innovative next generation operations and management paradigm for telephone company business agility and customer value creation. KT recently proposed Telco 2.0 [1], a new role and business model in the IP world to create customer value. NOM 2.0 is a key component needed to realize the Telco 2.0 goals. Telcos need to transform their operations and management framework into a human-centric and highly intelligent and automated one, and become the market leader by providing an agile operation and management framework within ever-changing operations and business environments. I will describe what NOM 2.0 is and how it is being realized in my company, KT.     

人工智能客户服务体系的研究与实现

电信运营商客户服务的人工成本压力随着服务质量要求的不断提升而逐年提高,基于人工智能技术中的自然语言分析技术将实现自动问答的客户服务方式。在充分利用现有客服知识资源的情况下,新的体系将实现创新服务手段、拓展客户服务渠道、分流客服压力、提高服务效率的肄标。     

Service management in intelligent networks

Six basic categories of management functions are defined and described: configuration management, fault management, performance management, accounting management, security management, and planning. A network service model that encompasses these functions is presented, and some management issues are addressed. Two examples of service management are examined: network service provisioning and customer network service management     

关于新形势下做好电信运营企业规划的探讨

随着3G业务的发展和国家宽带战略的呼之欲出,移动宽带互联网、三网融合、物联网、云计算等的应用日益深入,电信运营企业的发展方式正在发生着空前的改变。文章首先通过对电信运营企业起着重要作用的规划进行分析,研究适应新需求的变化,在规划中分析把握这些变化,使电信运营企业在安排业务发展、客户服务、网络拓展、企业管理方面保持主动,使电信运营行业保持持续的发展,最后对新形势下的客户服务规划内容进行了探讨。     

基于改进蚁群算法的客户服务调度方法

提出一种基于改进蚁群算法的客户服务调度方法。改进蚁群算法综合考虑了服务处理的顺序、服务时间及服务台负载等因素，快速地完成客户服务需求的调度。该算法是一种群体寻优方法．能较快地搜索到全局最优解。仿真实验结果表明，该方法是正确的、可行的和有效的。     

手机主流数据业务的基准速率测试分析

近年来移动互联网业务的快速发展,手机上网业务已经成为中国移动核心增量业务,不同的移动数据业务也成为了影响业务质量及用户感知度的重要因素,而且业务不同用户的感知需求也不同,所以需要构建新的手机上网业务评估体系评价不同业务的指标,从而辅助网络优化工作。但以往单纯的平均下载速率并不能完全反映业务标准,基准速率之上的相关指标统计更能够反映网络对用户流量业务需求的满足情况,本文就详细介绍了在TD-SCDMA和LTE网络下主流数据业务用户的基准速率的测试分析情况。     

Performance in Planning — Smart Systems for the Access Network

Improvements in system technologies continue apace — with new developments in software methods arguably outstripping even the breakneck progress in hardware power described by 'Moore's Law'. The software developments are timely, since they offer solutions to the urgent problems of increasing customer demands, complexity of network technologies, and more competitive markets. The increasing availability of cheap computing power, with developments in object orientation and artificial intelligence, offer the possibility of a more holistic approach to network performance planning and management. The most fundamental aspects of network performance (functionality, reliability, and cost) can now feasibly be considered simultaneously and interactively. Common, comprehensive network models are within sight, which could be utilised by network planners, installers, repair staff, marketeers and at point-of-sale. The resulting improvements in productivity and service quality could be immense. Specific examples of 'intelligent' access network planning tools, produced using rapid application development techniques within BT, are described to illustrate their potential.     

Availability and reliability of switched services

The emerging customer-oriented definition of switched service availability, including how this definition is useful for a customer comparing a switched service with a dedicated service, is discussed. The ways in which a user of a switched service can evaluate the service's availability without having access to network internal information are described. They ways in which network providers can manage their switched service availability are also described     

以客户服务为中心的综合网管系统构建与实现

分析运营商网管发展现状,阐述如何在保留原有各专业网管系统的基础上,从面向客户业务和服务的角度发展运营商的综合网管系统,并与网络资源及运维流程等支撑系统紧密耦合,实现以客户服务为中心的综合网管系统。     

某地区综合业务区建设实例浅析

在中国移动大力发展有线宽带的背景下,本文对某地区综合业务区建设实例进行分析,从管道资源、传输机房、设备网管、主干光缆和分纤点等5个方面提出优化措施.结合综合业务网中专线承载情况,如将集团客户和室分微站向综合业务网合理割接,可将综合业务区承载比从当前的16.3%提升至60%.在综合业务区深入规划——微网格建设中,通过信息化统计客户清单、合理化分配网络资源和数字化管理基础数据等渠道能有效提升该地区综合业务区的接入能力.     

集团客户MPLS-VPN业务组网及性能测试研究

本文从MPLS原理入手,介绍MPLS VPN的二层、三层组网方式。根据运营商现网应用的实践,重点介绍三层MPLS VPN跨省、跨境业务的典型组网,总结MPLS VPN业务组网、业务承载、传输接入、QoS保障、扩展性及专业网管监控等方面的优点。同时,针对客户感知需求,提出业务网络性能测试的指标及方法。     

某省集客承载方案演进和策略分析

分析了某省集客业务现状和发展趋势,结合目前集客承载存在的问题,对3种集客承载网络的技术和建设成本进行对比,研究了通过IPRAN和PE-OTN网络,基于SDN技术搭建端到端集客承载专网的演进方案。通过研究如何充分利用现有MSTP系统并分析成本,得出Pe-OTN分阶段下沉至接入层的部署方案,最后提出差异化需求的业务承载模式。     

互联网的业务融合及可信度研究

互联网融合多种业务过程中面临服务质量、信息安全和网络可信度等问题带来的挑战。实行实名制,层次结构,测量、监控与审计,流量规划和准入控制,地址空间扩充,网络可信度综合评价是有效的治理措施。从驻地网开始治理,使得每一个驻地网都有良好的品质,可为互联网提供良好的服务创造条件。     

Managing a broadband environment: “you can't buck themarket”

Demand for bandwidth seems unstoppable, and investment in network infrastructure is massive. There is a desire that network operators be able to manage these networks in an efficient manner, with flexibility to support new customer service opportunities faster and cheaper. Network operators are looking to standards to help them meet this challenge. The telecommunications management network (TMN) model, so effective in describing how management information must support needs at the element, network, and service levels, provides a good starting point. However, if the supporting standards are not developed and used wisely, a TMN approach can have the opposite effect of adding cost and removing flexibility. Technology-specific “stovepipes” may make it impossible to manage services across a range of technologies. The authors express their views on the need for a service-driven approach to standards implementation. They point out specific challenges operators will face as they approach their management systems' needs for broadband services, and encourage service providers and network operators to take a more proactive role in defining their needs     

ADSL: a new twisted-pair access to the information highway

The asymmetric digital subscriber line (ADSL) takes advantage of the existing twisted-pair copper loop that currently provides customer access to the telephone network. An ADSL modem is placed at each end of the loop to create a high speed access link above the existing telephone service. Since ADSL makes use of the existing copper telephone line, its application in the telephone network can conceivably be nearly as ubiquitous as the public telephone network itself. With ADSL, it is possible to connect small numbers of customers to broadband services in areas where full upgrade to hybrid fiber coaxial or fiber facilities is not economical in the near term. ADSL systems offer a means to introduce broadband services using the embedded base of metallic loops in areas where optic fiber-based, hybrid fiber-coaxial radio systems or other broadband transport systems may not be scheduled for deployment in time to meet business needs and customer demand. The article concentrates on ADSL systems capable of at least a nominal 6 Mb/s payload transport toward the customer, in addition to associated upstream channels and symmetrical “telephony” services via nonloaded loops that comply with carrier serving area design guidelines     

一种基于保障客户感知的TD-SCDMA容量规划方法

随着中国移动TD-SCDMA网络不断建设和快速发展,智能手机终端逐渐多样化,数据业务呈现爆发式的增长。由于TD-SCDMA系统信道配置特点,导致在总体利用率不高的情况下,上行信道可能已发生拥塞,严重影响客户感知。本文从保障客户感知出发,提出了一种新的TD-SCDMA容量规划方法。