Microsoft Customer Care Framework: Difference between revisions
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==Methodology== |
==Methodology== |
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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 |
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 <ref>Microsoft, Customer Care Framework 2005 .NET 2.0 Edition Deployment Guide, (September 2006), 8-9</ref><ref>Microsoft, [http://www.zdnet.com.au/whitepaper/0,2000063328,22143241p-16001254q,00.htm Customer Care Framework Web Cast Level 300], (February 2007)</ref><ref>Microsoft expands its way into the contact center, [http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1160411,00.html Link], (19 January 2006)</ref> 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. <ref>Yves Pitsch, [http://blogs.msdn.com/ypitsch/articles/537854.aspx SOA and Microsoft Customer Care Framework], (February 2006)</ref> |
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==Requirements== |
==Requirements== |
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Revision as of 00:49, 22 May 2007
| Developer(s) | Microsoft |
|---|---|
| Stable release | 2005
/ 2006 |
| Operating system | Microsoft Windows |
| Type | Integration, Automation and Process Enhancement |
| License | Proprietary |
| Website | www.microsoft.com/CCF |
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
The Customer Care Framework 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.
History
CCF was originally developed for the large call centre requirements of the telecommunication 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.
Releases
- Customer Care Framework 1.0: released early 2003
- Customer Care Framework 1.1: released 2004
- Customer Care Framework 2.0: makes use of the .NET Framework 1.1 and was released in 2005.
- Customer Care Framework 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 2.5.1: The second release of CCF 2005 and makes use of the .NET Framework 1.1 and contains a number of changes to make development easier and was released in April 2006. Referred to as QFE 1
- Customer Care Framework 2.5.2: The third release of CCF 2005 and makes use of the .NET Framework 1.1. Released in 2006. Sometimes referred to as QFE 2
- Customer Care Framework 2.5.3: The fourth release of CCF 2005 and makes use of the .NET Framework 1.1 and contains significantly revised documentation. Released in August 2006. Sometimes referred to as QFE 3
- Customer Care Framework version 2.6: The fifth 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 those base areas of CCF where the code is not available. This is the current recommended version, but version 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 versions.
Agent Desktop
The primary user interface for CCF is the agent desktop. This is a desktop-based presentation integration that lives on the desktop of the customer service agent. The agent desktop can integrate various LOB & OSS/BSS application frontends 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 suit the business needs.
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 definite 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]
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.
Disadvantages
CCF imposes a large amount of time and cross-skilling be placed on developers and implementors prior to work commencing. This prevents many Microsoft partners from proceeding to using it or recommending it.
CCF is .NET based which mean that most call center will not choose it.
CCF implements a "fat client" on the agent desktop.
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] from [[Jacada]http://www.jacada.com] , which is a J2EE- based solution that cover both the agent desktop and the back end.
Notable Customers of CCF
- Dell Computers
- BT Germany
- - Alternate BT Germany Reference
- Telecom Argentina
- Mahindra British Telecom
- Nawras, Omans mobile provider
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)