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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.

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