 A possible implementation of CCF Agent Desktop | |
| Developer(s) | Microsoft |
|---|---|
| Final release | 2009 SP 1
/ March 31, 2009 |
| Operating system | Microsoft Windows |
| Platform | .NET Framework |
| Type | Utility software |
| License | Proprietary software |
| Website | microsoft |
Microsoft Customer Care Framework (CCF) was a desktop-based framework which was used to address issues faced by service providers caused by multiple line of business (LOB) systems while interacting with their customers. It was discontinued though many of its core functions were moved to an add-in for the Microsoft Dynamics CRM product named the Unified Service Desk.
The Customer Care Framework provided a core set of functions for customer support avenues including voice call via call center agents and Internet portals. The framework used other Microsoft server products including the BizTalk Server, and SharePoint. CCF required the use of Microsoft SQL Server and Microsoft IIS for the server side, which it uses to provide a base core set of web services.
CCF is targeted at medium to large enterprises. CCF was originally developed for the large call center requirements of the telecommunication industry.
CCF is different from most products from Microsoft in that it is not an 'out of the box' solution but requires development and configuration to build a working customer solution. The framework allows for a SOA methodology[1][2][3] on development on the server and agent desktop side, but this is not mandatory and non-SOA development can be done and is normally the case.
- ^ Microsoft, Customer Care Framework 2005 .NET 2.0 Edition Deployment Guide, (September 2006), 8-9
- ^ Microsoft, MSDN Webcast: Customer Care Framework (Level 300) Archived 2008-03-19 at the Wayback Machine. Microsoft Events, 18 February 2006.
- ^ Beal, Barney. Microsoft expands its way into the contact center. SearchCRM.com, 19 January 2006.