Customer Care Framework

The Microsoft Customer Care 2009 (CCF) solution is an end-to-end application infrastructure for delivery of composite applications. It includes development and runtime components. Applications built with CCF provide unified access to customer information spread across different systems aggregating the different modes of customer interactions (channels).

CCF delivers integration capabilities including multi-channel integration through Service Oriented Architecture (SOA), and desktop level application integration through information sharing and interaction between different Line of Business applications.

CCF dramatically improves efficiency by delivering better information faster to service representatives, and enabling improved agent productivity, reduction in operating costs, and lower cost self-service channels, ultimately providing improvement in the quality of customer service.

The flexible CCF architecture allows enterprises to accelerate enhancement of the customer care environment by building on top of the Microsoft platform and integrating with their existing systems. CCF significantly improves the ability of customer care agents to respond to customer requests regardless of the channel they use, and facilitates the introduction of new services and products by network service providers and large enterprises.

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