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January 18, 2006

Microsoft updates Customer Care Framework for call centers

Posted by David Hunter at 10:33 AM ET.

Press release:

Microsoft Corp. today announced Microsoft® Customer Care Framework 2005, a software solution for contact center operators that delivers consolidated data from core business systems such as billing, customer relationship management (CRM) and order management to the customer service agent desktop. In this release, Microsoft adds features that enable contact center operators to more tightly integrate customer service channels, such as voice, instant messaging and e-mail, and develop better self-service solutions, simultaneously helping to reduce operating costs and improve customer service levels.

The Microsoft Customer Care Framework interoperates with diverse core systems through Web services that seamlessly deliver back-end customer data to customer service agents. The solution provides integration of information through new customer interaction channels: Web chat, instant messaging and e-mail. The added support channels offer contact center operators maximum flexibility to interact with customers without sacrificing service levels.

In addition, Customer Care Framework goes beyond the physical contact center by providing the tools to make customer information available directly to consumers. For instance, through a new SharePoint®-based self-service portal and interactive voice-response system, customers can access account and billing information, order new services, or resolve business problems. Customers can also launch a Web chat or e-mail interaction with a contact center agent within the self-service portal.

More at the CCF home page.

Update: More at Infoworld.

Filed under Customer Care Framework, Service Providers

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