Microsoft Customer Care Framework
What is CCF?
Microsoft Customer Care Framework (CCF) is an enabling technology designed to increase contact center efficiency, improve agent productivity, reduce operating costs, reduce agent turnover (churn), and improve the quality of customer service. CCF provides an integrated agent desktop framework, which consolidates data from core business systems such as billing, CRM, and order management into an integrated services agent desktop.CCF makes agent training and retention easier.CCF offers an open-ended, multi-channel integration capability, providing templates for CTI ( Computer Telephony Integration ), web chat, email, and includes reference examples of custom channel development. CCF utilizes a technology called Application Integration Framework (“AIF”) to enable desktop level application integration, information sharing, and interaction between different Line of Business (“LOB”) applications.CCF allows enterprises to accelerate enhancement of the customer care environment by utilizing Microsoft core technologies, by providing a reference architecture,and by providing software building blocks that leverage current and future technologies and systems.
For more information clickhere
Where Can I get CCF?
CCF is available to MSDN Subscribers for Development and evaluation.
CCF is a Licensed product, Please contact your Microsoft rep for pricing information.
E-Learning for CCF
The CCF Traning can be downloaded fromhere, CCF Training is targeted at those interested in understanding CCF as well as new developers to CCF.
What Versions of CCF should I get from MSDN?
There are 2 versions of CCF on MSDN
For .net 1.1 Support
CCF 2005 with QFE 1 -
This is the Baseline .net 1.1 release of CCF.
QFE Patch 2
Admin system update for multi - byte languages
QFE Patch 3
Patched for AIF to remove some static debugging commands
For .net 2.0 Support
CCF 2005 .net 2.0 Edition
This is the Baseline .net 2.0 release of CCF.
New features:
Updated Central admin system
Updated Central configuration system.
Several AIF updates focusing on performance / usability
Heavily updated documentation
We encourage you to use the latest version of CCF available as we will continue to enhance and add features.
Versions of CCF:
As we often refer to CCF in thos fourm by its internal names, Here is what they map to on MSDN:
CCF 2.5 is Customer Care Framework 2005 with QFE 1 Patch (Support for .NET 1.1) (English)
CCF 2.6 is Customer Care Framework 2005 (.NET 2.0) (English)
