Sunday, May 1, 2005

Microsoft Offers Customer Care Framework for Call Centers

Microsoft released a Customer Care Framework that streamlines call center operations for service providers. The software solution is aimed at improving customer service and reduce costs by decreasing average call times, eliminating redundant data requests and delivering better information faster to call center agents.

Based on Microsoft .NET technology and Web services architecture, Microsoft Customer Care Framework integrates with existing customer relationship management (CRM) systems, operations support systems (OSS) and business support systems (BSS). It works in conjunction with a suite of products, including Microsoft BizTalk Server, Microsoft SQL Server, Microsoft Windows Server and Microsoft Visual Studio .NET. In addition, Web services enable multiple data sources and applications to be accessed simultaneously. Initial customers include Primus Telecom Australia.

In addition, leading system integrator Accenture Ltd., independent software vendors CosmoCom Inc., Genesys Telecommunications Laboratories Inc. and Telution Inc., and industry partners such as Mahindra-British Telecom (MBT) are adopting the solution to improve their own customer care offerings.

See also