Microsoft Customer Care Framework
The Microsoft Customer Care Framework (CCF) provides rapid, non-invasive and inexpensive integration to address the "swivel-seat phenomenon" and leverage call center technology.
| Challenge |
Solution |
Benefits |
| Manage contact centers with legacy, inflexible systems and multiple silos within operations. Such systems impact the bottom line |
Microsoft’s Customer Center Framework (CCF) integrates multiple applications in the front-end layer. No change to the current applications is required. It also integrates multiple customer contact channels easily |
Reduces call handling times and training costs |
| Agents work on several applications to address customers’ requests. Repeated applications interface affects average handling time and results in costly errors |
Microsoft’s CCF reduces the time to switch between applications. It eliminates the need to manually ‘copy and paste’ by facilitating call workflows across applications |
Prevents “ripping and replacing” existing systems |
| Replacing legacy applications is complex and costly |
Microsoft’s CCF enables integration with CTI server and provides telephony controls and screen-pop on the agent desktop |
Constitutes a part of the CIS modernization project |
Benefits of Microsoft Customer Care Framework
- Rapid, non-invasive and inexpensive integration addresses "swivel-seat phenomenon" and leverages call center technology
- Architecture and reference model for building integrated customer service applications based on modular XML Web Services architecture for rapid integration of customer care applications
- Improvement in call center efficiency through faster delivery of accurate information to customer service representatives
- Agile platform to roll out strategic initiatives
