Customer Care Framework
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| Microsoft Customer Care Framework | |
| Developer: | Microsoft |
|---|---|
| Latest release: | 2005 / 2006 |
| OS: | Microsoft Windows |
| Use: | Integration, Automation and Process Enhancement |
| License: | Proprietary |
| Website: | www.microsoft.com/CCF |
Contents |
[edit] Overview
Microsoft's Customer Care Framework (CCF) is a Microsoft .Net-based framework which is commonly used to address issues faced by service providers caused by multiple line of business (LOB) system while interacting with their customers.
The framework provides a core set of functions and methodologies which can be leveraged by one or more channels including - call center agents, internet portals, web chat and many others. The framework provides methods to assist in leveraging other server products including the Biztalk Server, Host Integration Server and Microsoft SharePoint[1] but is not limited to this as the developer can use any integration system available.
CCF is included as part of the MSDN subscriptions, and includes all source code for agent desktop, SharePoint additions and a number of demo applications. It also includes the admin console and core framework assemblies (source code for these is not included) and various documentation including a developer guide, a deployment guide and an admin console help guide.
[edit] History
CCF was originally developed for the large call centre requirement of the telecom's industry by Microsoft. Since release Microsoft Partners have deployed it to many other different types of organisations for many different usages. Some not related at all to direct customer interactions
[edit] Releases
- Customer Care Framework version 1: released early 2003
- Customer Care Framework version 1.1: released 2004
- Customer Care Framework version 2: makes use of the .Net Framework 1.1 and was released in 2005.
- Customer Care Framework version 2.5.0: Also known as CCF 2005 and makes use of the .Net Framework 1.1 and was released in Jan 2006.
- Customer Care Framework version 2.5.1: The second release of CCF 2005 and makes use of the .Net Framework 1.1 and contains a number bug fixes and changes to make development easier and was released in April 2006. Sometimes referred to QFE 1
- Customer Care Framework version 2.5.2: The third release of CCF 2005 and makes use of the .Net Framework 1.1 and as before contains a bug fixes and changes. Released in 2006. Sometimes referred to QFE 2
- Customer Care Framework version 2.5.3: The forth release of CCF 2005 and makes use of the .Net Framework 1.1 and as before contains a bug fixes and changes, and included greatly revised documentation. Released in August 2006. Sometimes referred to QFE 3
- Customer Care Framework version 2.6: The fith release of CCF 2005 and makes use of the .Net Framework 2.0, but is built on a modified 2.5.3 base and contains significant bug fixes to that base areas of CCF where the code is not available. This is the current recommended version, but use of 2.5.3 is sometimes used due to external requirements. It was released in September 2006. The documentation in all areas is significantly improved over previous version.
[edit] Agent Desktop
The primary user interface for CCF is the agent desktop. This is a desktpo based presentation integration that lives on the desktop of the customer service agent. The agent desktop can integrate various LOB & OSS/BSS application front ends and shares the customer information across all of them. The agent desktop provides the ability to be a smart client but is not configured for it out of the box. All source code for the agent desktop and related controls is provided as part of the framework, allowing for full customization of the agent desktop to best suite the business needs.
[edit] Methodology
CCF is different from most products from Microsoft in that a large amount of source code for the product is provided, this is due to the view that as a framework as much as a product. The framework allows for a definate SOA methodology requirement[2][3][4] on development on the server and agent desktop side, but this not mandatory and can non-SOA development can be done and is normally the case for phase one of an implementation[5].
[edit] Requirements
CCF requires 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.
[edit] Disadvantages
CCF imposes a large amount of time and cross skilling be placed on developers and implementors prior to work commensing. This prevents many Microsoft partners from proceeding to using it or recommending it.
[edit] Competition
Being a very specialised product which causes it to have a small user base it also has a small group of competitive products, with the main one being Jacada Workspace, which is a J2EE based solution.
[edit] Notable Customers of CCF
- Dell Computers
- BT Germany
- - Alternate BT Germany Reference
- Telecom Argentina
- Mahindra British Telecom
- Nawras, Omans mobile provider
[edit] References
- ^ Microsoft releases Customer Care Framework,Link,(18 January 2006)
- ^ Microsoft, Customer Care Framework 2005 .NET 2.0 Edition Deployment Guide, (September 2006), 8-9
- ^ Microsoft, Customer Care Framework Web Cast Level 300, (February 2007)
- ^ Microsoft expands its way into the contact center, Link, (19 January 2006)
- ^ Yves Pitsch, SOA and Microsoft Customer Care Framework, (February 2006)
