Microsoft Customer Care Framework 2009, ExtCnctr, OLP-NL, GOV 66A-00222 User Manual
Product codes
66A-00222
Copyright © 2008 Microsoft Corporation
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1 Microsoft Customer Care 2009 Overview
The Microsoft Customer Care 2009 (CCF) solution is an end-to-end application infrastructure for delivery
of composite applications. It includes development and runtime components. Applications built with
CCF can provide unified access to customer information spread across different systems and aggregate
different modes of customer interactions (channels).
of composite applications. It includes development and runtime components. Applications built with
CCF can provide unified access to customer information spread across different systems and aggregate
different modes of customer interactions (channels).
Unlike expensive, rip and replace, and risky investments on custom development, CCF provides non-
intrusive integration with existing systems.
intrusive integration with existing systems.
The core characteristics of the CCF solution are:
User Interface composition – CCF allows the creation of composite UI applications, with support
for enterprise level patterns such as Model-View-Controller (MVC).
for enterprise level patterns such as Model-View-Controller (MVC).
Distributed architecture – CCF allows the creation of centrally managed distributed components.
It helps in reducing latency, infrastructural costs and enabling offline operations.
It helps in reducing latency, infrastructural costs and enabling offline operations.
Developer agility – CCF employs modern process driven development methodologies
empowering developers through toolkits to reduce application development time while
increasing quality and standardization.
empowering developers through toolkits to reduce application development time while
increasing quality and standardization.
Integration and automation – CCF provides non-intrusive application integration and
automation both on the front-end (UI automation) and back-end (Service composition).
automation both on the front-end (UI automation) and back-end (Service composition).
Security – CCF employs modern standards for securing communications such as WS-Security,
WS-Trust, WS-SecureConversation, Security Assertion Markup Language (SAML) and Kerberos.
CCF authorization model allows centrally managed role-based administration. CCF also provides
E-SSO services to allow mapping of user identities across systems.
WS-Trust, WS-SecureConversation, Security Assertion Markup Language (SAML) and Kerberos.
CCF authorization model allows centrally managed role-based administration. CCF also provides
E-SSO services to allow mapping of user identities across systems.
Scalability and reliability – CCF is designed to scale vertically and horizontally and can be used in
clustered and load balanced scenarios.
clustered and load balanced scenarios.
2 CCF 2009 architecture
CCF 2009 consists of four major subsystems:
1) CCF Middleware Server Components
2) CCF Front-end Tools and Client Components
3) CCF Management Solutions
4) CCF Developer Tools