【作者】 张丽；

【导师】 冯文江；

【作者基本信息】 重庆大学 ， 电子与信息工程， 2004， 硕士

【摘要】 作为移动通信运营商，服务是企业角逐市场的利器，是企业生存和发展的根本，如何在日益激烈的市场竞争、服务竞争中不断深化服务内涵，拓展服务领域，创新服务模式，提高客户对服务的满意度，通过提升服务质量以留住客户进而扩大市场份额，也成为各运营商不懈的追求和打造竞争力的关键环节。非结构化数据业务(Unstructured Supplementary Service Data：USSD)作为一种方便灵活的客户服务方式，具有比短消息服务(Short Message Service：SMS)更高的传输速率、更强的交互性，是一种能够适应大多数普通移动用户大部分日常需求的有效客户服务接入方式，也是对现有客户服务系统的一个重要补充和有机构成。 本文通过对贵州移动掌上客户服务需求的详细分析，论述了贵州移动应用USSD技术来建设掌上客户服务系统的优势及可行性。根据贵州移动的网络现状、发展规划和整体需求进行了网络改造、功能设计、业务及流程等设计。主要研究内容包括： 1．总结了USSD的技术特性和应用特性，基于USSD平台的相关网络结构，说明了USSD交互式响应的处理流程。 2．通过对USSD在移动通信中的应用类型和市场效益分析，结合USSD业务平台的功能，提出了USSD系统和应用的建设框架，包括核心系统的构成、应用部署(业务代码分配、可行应用类型和市场效益分析)以及对于现有网络的影响和改造建议等。 3．根据贵州移动现网状况，结合“以服务为中心”的客服理念和掌上客服系统的实际需求和相关业务流程分析，论述了在贵州移动现有网络中实施USSD的可行性并提出了一种USSD建设方案，并将其研究成果和建设框架应用于贵州省移动公司基于USSD的掌上客户服务应用系统的建设项目中，对于贵州移动的USSD和客服系统的建设起到积极作用，取得了良好的应用效果。 由于USSD具有业务功能开拓灵活的特点，其开发研究越来越引起各大厂家的重视，与此相适应的基于USSD的无线应用协议应运而生。随着移动电子商务的发展，USSD在无线领域的广泛应用，利用手机获取各种信息将越来越方便，能够提供USSD服务的运营商将拥有更加广阔的市场。随着USSD应用的进一步推广和日渐成熟，运营商可充分利用当前的GSM网络资源，整理建设思路，并可以将USSD和SMS、WAP等集成在一起，提供满足各种用户需求的移动数据业务，以及提供对于随时随地的客户服务的支持。 根据近年来移动通信市场发展趋势可以看出，增值业务已经成为移动通信领重庆大学硕士学位论文中文摘要域新的经济增长点。而随着我国电信增值业务领域的开放，加上其门槛较低，国内外诸多设备厂商、运营商、SP都看好这一块市场，纷纷投入其中，其竞争也会越来越剧烈。建设基于USSD的掌上客户服务平台极具应用价值。更多还原

【Abstract】 As an operator of mobile communication, service is the powerful tool to compete in market and the root to survival and development. It’s also become the key point that all operators pursue continually to deepen the connotation of service, widen the area of service and innovate service model as to improve the contentment degree of customer, keep customer and then enlarge the market share under the growing competition of market and service. As a convenient and agile client service method, Unstructured Supplementary Service Data (USSD) has higher speed and ability to interact than Short Message Service(SMS), and it is an effective access method which can adapt most daily need of most ordinary mobile user, and it also is the constitute and important supplement to client service system in existence.This paper analyzes the need of Guizhou mobile communication corporation (GMCC) palmtop client service system (PCSS) in detail, discusses the advantage and possibility of construction PCSS using USSD in GMCC. It presents the work of network alteration, function, service and flow design based on the network status, develop layout and total requirement. The basic work includes:1. It concludes the technique and application character of USSD, the related network structure of USSD platform, explains the handle flow of the interactive response of USSD.2. By analyzing the application type in mobile communication and market benefit of USSD, combining the feature of USSD service platform, it presents the infrastructure of USSD system and application, include composing of core system, deployment of application (assignment of service code, suitable application type and market benefit), and the influence and change to the existent network.3. Basing the status of the network of GMCC and the real requirement of the "service centralized" idea of client service, and after analyzing the relative service flow, it discusses the possibility and presents a proposal of implementation USSD in GMCC existent network, and applies the research work and implementation infrastructure on the construction of USSD based PCSS in GMCC. It is positive to the construction of PCSS of GMCC and obtains the predicted effort.Because it is flexible to exploit new service through USSD, the research anddevelopment of USSD has gained more and more concentrate, and wireless application protocol based on USSD adapt to this situation has then come up. With the development of electronic commerce and the wide application of USSD in wireless area, it is more and more convenient to get information through mobile phone, and the operator who can provide USSD service will have a much expansive market. With the popularization and gradually maturation of USSD application, operators can fully use its GSM network resource, alter their construct thought, and combine USSD, SMS and WAP to satisfy all kinds requirement of mobile data service from their client, and provide support to client service at any time and any place.Based on the trend of wireless telecommunication market of recent years, value added service has become the new rise of economic of wireless telecommunication. With the open of the domestic market of value added service of telecommunication, and it being easy to enter this area, many equipment provider, operator and Service Provider (SP) national or international has good expedition on it and join this market one after another, and the competition has become more and more intensive, so the construction of PCSS based on USSD is of important practicability.更多还原