News

Microsoft Ships Customer Care Framework 2005

Microsoft announced late Wednesday that it is shipping the latest version of its software solution for customer service centers.

Customer Care Framework (CCF) 2005 provides “a software solution for contact center operators that delivers consolidated data from core business systems such as billing, customer relationship management and order management to the customer service agent desktop,” according to company statements.

In the latest release, Microsoft has added capabilities to let contact center operators more tightly integrate customer service channels, such as voice, instant messaging and e-mail. The package is comprised of a modular XML Web Services architecture designed to enable rapid development and deployment of contact center solutions.

“CCF extensively uses the facilities of the Microsoft .NET Framework and Microsoft Windows Server System integrated server software, blending object-oriented architecture and service-oriented architecture methods to create a technology infrastructure that readily accommodates continuous change and growth,” reads a Microsoft whitepaper explaining the solution.

The latest version of CCF features support for SharePoint-based self-service portals and interactive voice-response systems that lets customers access account and billing information, order new services, or resolve problems. Customers can also use Web chat or e-mail interaction with a contact center agent within the self-service portal.

CCF 2005 includes an integrated agent desktop that gives contact center representatives a broad view of customer data through a middle-tier integration layer based on Web services standards, according to the company.

About the Author

Stuart J. Johnston has covered technology, especially Microsoft, since February 1988 for InfoWorld, Computerworld, Information Week, and PC World, as well as for Enterprise Developer, XML & Web Services, and .NET magazines.

Featured

  • Broadcom Revamps VMware Partner Program Again

    Broadcom recently announced a significant update regarding its VMware Cloud Service Provider (VCSP) program, coinciding with the release of VMware Cloud Foundation (VCF) 9.0, a key component in Broadcom’s private cloud strategy.

  • Closeup of the new Copilot keyboard key

    Microsoft Updates Copilot To Add Context-Sensitive Agents to Teams, SharePoint

    Microsoft has rolled out a new public preview for collaborative "always on" agents in Microsoft 365 Copilot, bringing enhanced, context-aware tools into Teams channels, meetings, SharePoint sites, Planner workstreams and Viva Engage communities.

  • Windows 365 Cloud Apps Now Available for Public Preview

    Microsoft announced this week that Windows 365 Cloud Apps are now available for public preview. This aims to allow IT administrators to stream individual Windows applications from the cloud, removing the need to assign Cloud PCs to every user.

  • Report: Security Initiatives Can't Keep Pace with Cloud, AI Boom

    The increasingly fast adoption of hybrid, multicloud, and AI systems is easily outgrowing existing security measures, according to a recent global survey by the Cloud Security Alliance (CSA) and exposure management firm Tenable.