中文摘要：

以提高移动通信网络投诉的客户感知和处理效率为目标,参考NGOSS思想,在网络运维支撑系统之上建立自动分析投诉原因的网络投诉支撑平台,提出了客服部门和网维部门协作的端到端的网络投诉处理流程和共享信息数据模型,进而设计了技术中立的基于组件的软件体系结构。结合运营商的运维支撑系统环境对平台进行实现和集成,应用表明,客服人员利用网络投诉支撑平台能快速定位投诉原因并获得解释口径,实现投诉的规范描述和一次截单。

英文摘要：

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 teleeom 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 exolain sentences, formally record and comnlete network comnlaints at one time