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Microsoft 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) systems while interacting with their customers. OVERVIEW Microsoft Customer Care Framework (CCF) is a product that provides a unified desktop view integrating and aggregating data from Line of Business applications, application work flow and automated processes. The Customer Care Framework provides a core set of functions which can be used for customer support avenues including voice call via call center agents, Internet portals, web chat and many others. The framework leverages other Microsoft server products including the BizTalk Server, Host Integration Server and SharePoint. 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. CCF is targeted mostly at medium to large enterprises. In a common scenario, it is utilized in customer care organizations to enable an increase in contact center efficiency, reduction in operating costs, and improvement in the quality of customer service. CCF was originally developed for the large Call Center requirements of the Telecommunication industry by Microsoft. Since release, Microsoft Partners have deployed it to many other different types of organizations for many different usages, some not related at all to direct customer interactions. 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 definite SOA methodology requirement Microsoft, Customer Care Framework 2005 .NET 2.0 Edition Deployment Guide, (September 2006), 8-9Microsoft, Customer Care Framework Web Cast Level 300 , (February 2007)Microsoft expands its way into the contact center, Link , (19 January 2006) 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. Yves Pitsch, SOA and Microsoft Customer Care Framework , (February 2006) Agent Desktop The primary user interface for CCF is the agent desktop. This is a desktop-based data visualization Smart-client application that presents data aggregated from various LOB & OSS / BSS application front ends and presents them in an unified view. CCF does not include any Agent Desktop application out of the box, rather the controls, related classes and source code are provided as part of the framework, which can be leveraged by the enterprise to create the application that meets their needs. DISADVANTAGES
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