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所在平台: Udemy |
课程主页: https://www.udemy.com/course/introduction-to-business-support-system-bss/
课程评论：没有评论
课程名称：商业支持系统导论 - BSS 课程概述：商业支持系统（BSS）促进了服务提供商与客户之间的关系。BSS由电信行业用于运营客户业务的组件组成，主要侧重于软件方面，涉及从客户接收订单、确认订单完成、处理账单到收款等流程。可以将BSS视为面向客户的系统。BSS的四个主要流程包括：产品管理、客户管理、订单管理和收入管理。BSS的一个重要组成部分是客户关系管理（CRM）。客户可以通过多个渠道与CRM互动，如呼叫中心、USSD、公司门户、短信、电子邮件、在线聊天、社交媒体、公司门店和自助服务亭等。课程重点学习CRM在电信商业模式中的重要性。CRM提供一个集中式平台，供销售、市场营销和客户服务团队使用，确保业务完全可视化，并帮助不同团队在统一平台上协作，推动潜在客户发展、识别机会、达成交易并支持客户。 CRM的功能包括：市场管理、销售管理、客户信息管理、服务请求、投诉处理和客户查询。此外，参与者还将学习关于媒介系统的概念，媒介系统将原始通话数据记录（CDR）转换为计费系统可理解的格式。媒介执行以下功能：收集网络元素（NE）的用户数据记录（UDR）、验证UDR、过滤UDR并进行重复检查、根据需求聚合或拆分UDR、格式化UDR以满足下游系统要求，以及将UDR分发给下游需求。 课程还涵盖了计费和收费流程。计费系统将按照计划应用费用，最终生成客户发票。课程最后讨论收入管理（也称为收入保障），这是指为在不影响销售的情况下增加通信服务提供商收入而采取的步骤。 欢迎加入我们的课程，深入了解与BSS相关的概念。
Business Support System or (BSS) facilitates the relationship of service providers with their customers. BSS consists of the components that Telecom Industry uses to run its business operations towards customers. BSS is more software oriented which deals with processes like taking orders from customer, ensuring that order is completed, processing the bills, and collecting the payment. BSS can be thought of the customer facing system. Four Main Processes of BSS are: Product Management Customer Management Order Management Revenue Management The major component of BSS is Customer Relationship Management (CRM). Customer can interact to CRM through various channels. These channels can be Call center, USSD, Company Portal, SMS, Email, Live Chat, Social Media, Company Store, Self-Service Kiosk, etc. The course covers good learning on importance of CRM in telecom business model. CRM provides one central platform for Sales, Marketing, Customer Service Team, etc. to give complete visibility into business and it also helps different teams to work together on one unified platform to grow leads, identify opportunities, close deals, and, support customers. Functionalities of CRM are: Marketing Management Sales Management Customer Information Management Service Request Service Complaint, and Customer Enquiry Apart from these concepts, participants will learn about Mediation system. It converts the raw Call Data Record or (CDR) into a format understandable by the Billing System. Mediation performs the following functions: Collects UDRs from Network Elements or NE Validates the UDRs Filters the UDRs and performs duplicate check Aggregates or splits UDRs as per requirement Formats the UDRs as per downstream system requirement, and Distributes the UDRs to downstream requirements The course cover rating and billing process. Rating system will apply charges as per plan. Billing system will apply discounts and generate the final bill that is invoice for the customer. The course concludes with Revenue Management, also known as Revenue Assurance, refers to the steps taken to increase the revenue of the CSP, without impacting the sales. Join us to learn in-detail about the concepts related to BSS.
