CCU and Microsoft Customer Care Framework(CCF)

Best-of-Breed Collaboration to Make the Most of Customer Interactions

 

The Challenge:

Every call center has two major facets, the information platform and the communication platform. Integrating them for maximum customer interaction quality and effectiveness is a major challenge in call center success, and integration is required at two levels, within the platforms and between them.

The Solution:

Together, Microsoft and CosmoCom have a solution that meets the challenge: Microsoft Customer Care Framework 2008 (CCF 2008) and CosmoCall Universe (CCU). CCF 2008 aggregates a diverse collection of line-of-business applications into a single, Web services-enabled desktop. CCU is a unified contact center communication platform that provides all contact center elements such as automatic call distribution (ACD), interactive voice response (IVR), and Integrated Agent Desktop (IAD), in one structure. CCF 2008 and CCU are inherently compatible .Net-based applications, and are pre-integrated for this solution.

CosmoCall Universe

CosmoCall Universe (CCU) is an all-IP, carrier-grade contact center platform. The software connects callers using virtually any communications channel to the first available agent with the right skills and information, regardless of the agent’s location. Customers experience shorter waiting times and shorter calls, with higher first-call resolution rates.

CCU is flexible to meet the most demanding requirements. Deployed either as a premise-based system or through the hosted model, it consolidates in-house, outsourced, offshore, and home agents, as well as informal knowledge workers, onto a single platform. Contact center resources and agents can be remotely managed via the Internet. The result is an across-the-board improvement in customer interactions and the ability to adapt as business needs change.

Microsoft Customer Care Framework 2008

The Microsoft Customer Care Framework (CCF 2008) is a solution that helps enable companies to serve customers more effectively. CCF 2008 aggregates information from disparate line-of-business applications into a unified desktop with efficient workflows, without requiring the replacement of existing systems.

CCF 2008 provides service agents with the ability to sign-on once and have access to multiple applications, a 360° unified view of customer information, and a user-friendly interface. It also offers customers self-serve access to the information they need via channels such as e-mail, IVR, and Web portals.

Pre-Integrated to Facilitate Enterprise Implementation

CosmoCom and Microsoft have pre-integrated CCU and CCF, and have provided wizards, optimized integration points, and automated scripts that simplify configuration settings to speed up deployment and time to productivity. Together, the platforms are designed to deliver extraordinary customer care system value.
 

For more information about the Microsoft Customer Care Framework, please visit www.microsoft.com/ccf