The establishment of media Unified Communication Management (UCM) to improve the media customer services

Pao Yue-kong Library Electronic Theses Database

The establishment of media Unified Communication Management (UCM) to improve the media customer services

 

Author: Zhang, Song
Title: The establishment of media Unified Communication Management (UCM) to improve the media customer services
Degree: M.Sc.
Year: 2010
Subject: Hong Kong Polytechnic University -- Dissertations
Mass media -- Customer services
Customer relations -- Technological innovations.
Department: Dept. of Computing
Pages: x, 138 leaves : ill. (some col.) ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b2353086
URI: http://theses.lib.polyu.edu.hk/handle/200/5652
Abstract: Through the investigation about customer communication technology application status and customer service business status of domestic traditional media, the dissertation summarized a series of problems like the communication system isolated, non-unified management, and so on. Then along with the current customer communication technology applied in traditional media, it also caused the customer management separated, customer service scattered, and other related problems. In the premise of maintaining the existing systems and business stability, we have designed Unified Communication Management (UCM) to solve the customer communication related problems, and built the UCM technical architecture. Then based on UCM established Unified customer management to solve customer management problems, and introduce the Unified customer management technical architecture. Finally, with Unified customer management technical architecture being applied into media customer services business, while solving the related problems. we also open up new business opportunities and room for development for media customer services.

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