| dc.contributor.advisor | 季延平 | zh_TW |
| dc.contributor.author (Authors) | 徐志得 | zh_TW |
| dc.contributor.author (Authors) | Hsu, Heigen | en_US |
| dc.creator (作者) | 徐志得 | zh_TW |
| dc.creator (作者) | Hsu, Heigen | en_US |
| dc.date (日期) | 2007 | en_US |
| dc.date.accessioned | 18-Sep-2009 20:25:19 (UTC+8) | - |
| dc.date.available | 18-Sep-2009 20:25:19 (UTC+8) | - |
| dc.date.issued (上傳時間) | 18-Sep-2009 20:25:19 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0095932068 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/36999 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 經營管理碩士學程(EMBA) | zh_TW |
| dc.description (描述) | 95932068 | zh_TW |
| dc.description (描述) | 96 | zh_TW |
| dc.description.abstract (摘要) | 在電信獨占市場的時代，語音及訊務都架設在TDM (時間分割多工)的系統上，其客戶服務比新世代網路系統較為簡易。1997年，政府開放行動電話營運執照申請，在2008年第一季末，手機門號(包含2G+PHS+3G)幾乎與人口(2300萬戶)ㄧ樣多。2000年，政府開放固網執照申請，因為固網路鋪設到last-mile的速度緩慢及成本較高，「新進業者」(CLEC)比「既有經營者」(ILEC)較不具備競爭力，加上無killer application (殺手級應用)及差異性的客服，因此至今CLEC沒有爭取到太多的顧客，一直到Skype進入台灣，大家才看到電信語音市場另一塊新版圖。近年來VoIP (Voice Over IP)技術進步，將通訊協定信號(SIP)與媒體語音訊務(RTP/RTCP)分開處理。因此，全世界各通信製造業者及服務商(SP)開始運用此技術在行動電話多媒體服務及IP多媒體子系統(IMS)的架構上。不僅如此，有很多網路用戶與互聯網企業也因為開始分享資訊，造成一些新興內容產業--(UGC用戶產生內容、SNS社會網絡服務) 的誕生。所以預料在新世代電信網路(NGN)新科技的環境之下，將會有不少新興產業如海星組織一般的誕生、滋長及蔓延，這對電信業者、服務供應商及用戶將會帶來更多維護及服務的衝擊。因此本研究將參考現有電信客戶服務跟未來20年通信技術，建議如何使用混合式(集權/分權)的客戶服務來協助電信級固網業者及服務開發者去創造企業價值、突破現有困境、達到永續經營的目的，以因應未來電信自由化及新電信技術。 | zh_TW |
| dc.description.abstract (摘要) | In the monopoly era, the telecom network was implemented on TDM (Time Division Multiplexer) system, whose customer service of voice call is comparatively simpler and easier than NGN (Next Generation Network) system. In 1997, government opened the application of mobile network operation license. By end of 1Q of 2008, the subscriber count (includes 2G, PHS and 3G) of mobile network was almost as many as population (23 millions). In the year of 2000, government opened the application of fixed network operation license. Because of the slower speed and higher cost of last-mile network implementation, up to now, new Competitive Local Exchange Carriers (CLEC) were less competitive than Incumbent Local Exchange Carrier (ILEC). Plus, not having the killer-application and the differentiated customer services, CLECs did not have too many subscribers in these years. Until Skype was introduced to Taiwan, all of us, then, saw the other new territory of voice telecom market.These years, VoIP (Voice over IP) technology was improved to have communication protocol (SIP Session Initialization Protocol) and voice traffic (RTP/RTCP Real-time Transport Protocol/Real-time Transport Control Protocol) been handled separately; i.e., the development of voice application software and debug became easier. Thus, the world-wide telecom manufacturers and service providers started to use this technology on the architecture of mobile voice multimedia service and IP Multi-media Subsystem (IMS). Even amount of network users were sharing information with enterprises who owned inter-connection network, and created the new content businesses (UGC User Generated Content, SNS Social Network Services). Therefore, under the new technology environment of NGN, we foresee some new businesses will be created, then, growing and expanding like the starfish organization. For telecom operators, service providers and users, this will bring some more new impacts of maintenance and service.Therefore, this study will refer the existing telecom customer service and the telecom technologies may have in next coming 20 years to propose how to use the hybrid (centralized/de-centralized) customer service to help both carrier-grade fixed network operators and service developers to create business value, break through current dilemma to reach business continuity goal in response to the telecom liberalization and new telecom technologies. | en_US |
| dc.description.tableofcontents | 第壹章 緒論 11.1. 研究背景 11.1.1. 網路IP化趨勢已然成型 11.1.2. 電信服務的發展趨勢 21.1.3. 電信法與電信自由化政策 21.2. 研究動機 31.2.1. 低價位的衝擊、行動電話的可攜、追求創新加值服務 31.3. 研究目的 51.4. 研究流程與步驟 51.5. 研究範圍與研究限制 6第貳章 文獻探討 72.1 新世代電信級網路(NGN)電話 82.1.1. 網路電話的原理、需求及架構 82.1.2. IP多媒體子系統(IMS)原理、架構 192.1.3. 網路電話的特性 222.2 客服設計 242.2.1. 系統(規劃及架構) 252.2.2. 組織(人員) 282.2.3. 服務管理 372.2.3.1. ITIL及ITSM 372.2.3.1.1. ITIL的介紹 372.2.3.1.2. IT服務管理 392.3 使用者經驗 502.3.1. 網際網路接取的經驗 502.3.2. 服務應用軟體(SA) 522.4 持續競爭優勢(SCA)的概念 53第參章 研究架構與研究方法 543.1. 研究架構 543.2. 研究方法 54第肆章 產業現況、分析及建議 594.1. 國家的電信政策 604.2. 電信級業者的現況 624.2.1. 業務及行銷 (國內四家固網業者服務項目) 624.2.2. 處境(壓力、困境及影響) 624.2.3. 展現方式及業務範圍 684.2.4. 服務對象 684.3. 未來的趨勢 694.3.1. 未來的科技 694.3.2. 未來的管理 714.4. 分析成果與建議 724.4.1. 服務創新之建議 754.4.2. 需求創新 76第伍章 結論與未來研究方向 795.1. 研究貢獻 805.2. 學術上的貢獻 805.3. 實務上的貢獻 805.4. 後續研究建議 81 表 目 錄表 2 1 端點對端點傳輸時間限制 10表 2 2 電信服務功能 22表 2 3 網路電話與傳統電話的特性比較 23表4 1 固定通信網路業務之最低資本額 61表4 2 國內固網業者的服務項目 62表 4 3 IDC2005,2007及2008亞太區（日本除外）電信市場之趨勢預測 71 圖 目 錄圖 1 1 2004～2010年全球行動電話出貨量預估 4圖 1 2 2007年全球各區域行動電話市場新機/換機比重預估 4圖 1 3 研究流程與步驟 6圖 2 1 網路電話—基本架構圖 9圖 2 2 網路電話通信協定 13圖 2 3 企業點對點網路電話 14圖 2 4 NGN電話--架構圖 14圖 2 5 NGN電話--IMS架構圖 17圖 2 6 IMS與開放服務平台(1/2) 20圖 2 7 IMS與開放服務平台(2/2) 21圖 2 8 客服中心系統架構 25圖 2 9 矩陣式組織的雙重職權結構 30圖 2 10 海星(Starfish)式組織的虛擬客服 32圖 2 11 傳統IT管理與IT服務管理 39圖 2 12 可用性管理與ITIL其他流程間之關係 48圖 4 1 研究、分析及建議 59圖 4 2 Skype 新使用者平均每月成長 63圖 4 3 Skype 購買訂單(百萬) 63圖 4 4 Skype 國際電話話價 64圖 4 5 Skype話價 64圖 4 6 台閩地區固網用戶數(萬戶) 65圖 4 7 台閩地區行動(2G+3G+PHS)營收及用戶數 66圖 4 8 Skype 上網及實際用戶數 66圖 4 9 臺閩地區固定通信綜合網路業務營運概況統計表 67圖 4 10 臺閩地區固定通信綜合網路業務營運概況統計表 67圖 4 11 成功案例關鍵因素 72圖 4 12 Skype 線上即時顯示QoS 74圖 5 1 技術商品化服務體系及其提供的附加價值 84圖 5 2 技術商品化服務業的四個領域 84 | zh_TW |
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| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0095932068 | en_US |
| dc.subject (關鍵詞) | 海星組織 | zh_TW |
| dc.subject (關鍵詞) | 集權/分權 | zh_TW |
| dc.subject (關鍵詞) | RTP/RCTP | en_US |
| dc.subject (關鍵詞) | UGC | en_US |
| dc.subject (關鍵詞) | NGN | en_US |
| dc.subject (關鍵詞) | SNS | en_US |
| dc.subject (關鍵詞) | IMS | en_US |
| dc.subject (關鍵詞) | last-mile | en_US |
| dc.subject (關鍵詞) | SIP | en_US |
| dc.subject (關鍵詞) | ILEC | en_US |
| dc.subject (關鍵詞) | CLEC | en_US |
| dc.subject (關鍵詞) | SP | en_US |
| dc.subject (關鍵詞) | TDM | en_US |
| dc.title (題名) | 新世代電信級網路電話(VoIP)客戶服務之研究 | zh_TW |
| dc.title (題名) | The study of customer service for carrier grade next generation network (VoIP) | en_US |
| dc.type (資料類型) | thesis | en |
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