Abstract:

Aimed to improve the customer perception and processing efficiency of customer complaint about mobile network,referring by NGOSS,a network complaint support platform is built on operation support system to automatically analyse the causes of complaints.End to end business flow and shared information and data model are built between department of customer service and that of network management.Then,a technology neutral software architecture is proposed based on component.With the operation support systems of a certain telecom coporation,the platform is implemented and integrated.Application indicated that,with the aid of the network complaint support platform,customer service can quickly find causes of network complaints and get explain sentences,formally record and complete network complaints at one time.

Key words: network complaint, operation support system, NGOSS,SID