Microsoft's Customer Care Framework (CCF) is a modular XML Web Services architecture for rapid development and deployment of contact center solutions. Service Providers can transform and expand their call center operations to reduce costs while improving the quality of their customer service, CCF increases call center agent productivity by prefetching customer information and sharing it in smart ways between different applications, dramatically cutting the time agents must spend searching for and entering data to complete a call. In a Contact Center it's all about Time!

 

简言之，就是Microsoft提供的CallCenter解决方案框架。下面是一个技术解决方案图：

点击查看大图！

 

我认为比较有意思的地方是和普通CallCenter比，增加了很多SelfService Channel，当然，这样才能很好的叫做Customer-Care嘛！

 

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