Close
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Applications
    • Applications

    Microsoft Updates Customer Care Framework

    By
    Caron Carlson
    -
    January 19, 2006
    Share
    Facebook
    Twitter
    Linkedin

      Microsoft Corp. this week launched an upgraded version of its Customer Care Framework, which offers a way for enterprises to unify the applications used by customer agents.

      CCF 2005 consolidates information from multiple business systems, such as billing, ordering and customer relationship management, so that agents can view all of their applications on a single screen.

      It automatically signs agents on to several applications at once, avoiding multiple sign-on delays, and saving agents from having to retype data.

      Additionally, the framework was designed to improve customer satisfaction by saving callers from having to repeat information such as their names and account numbers, said Vish Thirumurthy, group manager for the Communications Sector at the Redmond, Wash., company.

      “Its important to have a seamless experience for enterprises end user customers,” Thirumurthy said. “We have aggregated data from just about every application there is. “

      The framework is not an end-to-end contact center package, but instead works with such packages to create real-time connections among applications.

      With the latest version of CCF, users can integrate various customer service channels, including voice, email, instant messaging and web chat. A new self-service portal function allows an enterprises customers to obtain their own information, such as billing and ordering data, directly.

      So far, the telephone, retail and health care sectors have been particularly receptive to the application unifying software, Thirumurthy said.

      British Telecom Germany deployed CCF last year to support its new mobility offerings, according to Peter Hascher, head of IT Development Services at BT Germany.

      /zimages/5/28571.gifClick here to read more about Microsofts CRM offerings.

      “The processing time for a new mobile phone contract has been reduced by approximately 80 percent,” Hascher said.

      “Deploying CCF has positively impacted our bottom line.”

      /zimages/5/28571.gifCheck out eWEEK.coms for the latest news, reviews and analysis about productivity and business solutions.

      Caron Carlson

      MOST POPULAR ARTICLES

      Android

      Samsung Galaxy XCover Pro: Durability for Tough...

      Chris Preimesberger - December 5, 2020 0
      Have you ever dropped your phone, winced and felt the pain as it hit the sidewalk? Either the screen splintered like a windshield being...
      Read more
      Cloud

      Why Data Security Will Face Even Harsher...

      Chris Preimesberger - December 1, 2020 0
      Who would know more about details of the hacking process than an actual former career hacker? And who wants to understand all they can...
      Read more
      Cybersecurity

      How Veritas Is Shining a Light Into...

      eWEEK EDITORS - September 25, 2020 0
      Protecting data has always been one of the most important tasks in all of IT, yet as more companies become data companies at the...
      Read more
      Cybersecurity

      Visa’s Michael Jabbara on Cybersecurity and Digital...

      James Maguire - May 17, 2022 0
      I spoke with Michael Jabbara, VP and Global Head of Fraud Services at Visa, about the cybersecurity technology used to ensure the safe transfer...
      Read more
      Big Data and Analytics

      GoodData CEO Roman Stanek on Business Intelligence...

      James Maguire - May 4, 2022 0
      I spoke with Roman Stanek, CEO of GoodData, about business intelligence, data as a service, and the frustration that many executives have with data...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2021 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×