Customer Care Framework (CCF)
Customer Care Framework (CCF) can host different types of applications and combine information within a single user interface. It provides a reference architecture and software building blocks to leverage current systems. The solution delivers information to
customer service representatives faster through XML Web Services.Features- Integrated agent desktop- Single user interface for interactive information- Share information across LOB applications- 360-degree view of customer relationship management- Eliminate
keying information across applications- CTI Integration: Supports Telephony Application Programming Interface (TAPI) and Telephony Server Application Programming Interface (TSAPI) - Multiple-channel customer support (voice, instant messaging, Web, kiosk, and
e-mail)- Seamless integration without changing existing systems- Enterprise single sign-on- Hyper-statistics provides reports of calls in queue, length of queue hold time, or average handling time and so onBenefits- Contact center efficiency and improved agent
productivity- Reduce training and operating costs - Improve customer service and expand customer care options- Reduce customer wait times and call transfers- Reduced call handle times and errors
Customer Care Framework (CCF) has not been reviewed by any customers.
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