Advertisement

BT Technology Journal

, Volume 15, Issue 1, pp 29–45 | Cite as

Customer Service System — past, present and future

  • P F Harrison
Article

Abstract

BT‘s Customer Service System (CSS) is the core operational support system for BT and brings in 70% of BT‘s income. It was rolled out nationally in 1989 and provided an integrated system for telephony — order handling, repair handling and billing. It continues to grow in size and scope to handle new products and services and increasingly is interfaced to other systems to facilitate automation of business processes. The need to overcome its limitations drives an evolution process for the system which is leading to the development of complementary platforms with which CSS must interwork and which will eventually replace it.

Keywords

Information System Evolution Process Communication Network User Interface Support System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Harrison P and Keech J: ‘CSS design evolution feasibility study: proposed scope of CSS’, Issue 1.0, Internal BT report (1994).Google Scholar
  2. 2.
    CSS Design Team: ‘CSS design evolution feasibility study: design options’, Issue 1.0, Internal BT report (1994).Google Scholar
  3. 3.
    Harrison P F: ‘CSS evolution strategy 1996’, Issue 1.0, Internal BT report (August 1996).Google Scholar
  4. 4.
    Vanstone S: ‘CSS programme plan’, Internal BT document (1966).Google Scholar
  5. 5.
    Brody C and Noble F (Eds): ‘The essential guide to CSS’, Issue 2, Internal BT document (September 1995).Google Scholar
  6. 6.
    Calladine J: ‘BT Middleware — software as infrastructure’, BT Technol J, 15,No 1, pp 135–146 (January 1997).Google Scholar
  7. 7.
    Selley C J: ‘SMART — improving customer service’, BT Technol J, 15,No 1, pp 69–80 (January 1997).Google Scholar
  8. 8.
    Whittaker S J et al: ‘Improving customer service through speech technology’, BT Technol J, 14,No 2 pp 75–83 (April 1996).Google Scholar
  9. 9.
    White P: ‘A service system for BT's major customers’, BT Technol J, 15,No 1, pp 81–86 (January 1997).Google Scholar
  10. 10.
    Burd E, Munro M and Wezeman C: ‘Analysing large Cobol programs: the extraction of reusable modules’, Proceedings of IEEE International Conference for Software Maintenance (November 1996).Google Scholar
  11. 11.
    Heritage A: ‘Reverse engineering of CSS billing code into an object oriented design: feasibility study’, Internal BT report (December 1991).Google Scholar
  12. 12.
    Regan T, Wezeman C, Kerr B and Thompson P: ‘VAT experiment in OO’, Internal BT report (March 1994).Google Scholar
  13. 13.
    Clark T: ‘Corporate software reuse programme: re-engineering of OHMOLDC (Phase 2)’, Internal BT report (September 1994).Google Scholar
  14. 14.
    Harrison P and Clark T: ‘Corporate software reuse programme: software component asessment process’, Internal BT report (February 1994).Google Scholar
  15. 15.
    Hall G: ‘CSS tools newsletter’, Internal BT report (1996).Google Scholar
  16. 16.
    Evans M: ‘Managing change within BT's operational support systems’, BT Technol J, 15,No 1, pp 180–185 (January 1997).Google Scholar
  17. 17.
    Brodie M L and Stonebraker M: ‘Migrating legacy systems’, Morgan Kauffman (1995).Google Scholar
  18. 18.
    Foraker-Blackwell T: ‘The legacy application dilemma: maintaining or rebuilding’, Advanced Software Developments Select, New Science Associates (1994).Google Scholar
  19. 19.
    Mathieson G: ‘Customer handling intermediate server — an architecture led project’, BT Technol J, 15,No 1, pp 114–134 (January 1997).Google Scholar
  20. 20.
    Bonell J, Kennedy N and Lumpkin A: ‘Provisioning strategy’, Internal BT report (1996).Google Scholar
  21. 21.
    Maxwell C and Wade B: ‘Problem management strategy’, Internal BT report (1996).Google Scholar
  22. 22.
    Chandler J: ‘COSMOSS — designing for a changing world’, BT Technol J, 15,No 1, pp 87–97 (January 1997).Google Scholar

Copyright information

© British Telecommunications 1997

Authors and Affiliations

  • P F Harrison
    • 1
  1. 1.BT LaboratoriesIpswich, SuffolkEngland

Personalised recommendations