Справочник Пользователя для Microsoft Customer Care Framework 2009, OLP-NL, 1 UsrCAL, GOV 63C-00368
Модели
63C-00368
2009
Product brief
Microsoft® Corporation
Published: October 2008
Abstract
Built on the foundation of Customer Care Framework (CCF) 2008, CCF 2009 introduces several
enhancements to quickly compose UI components and services spanning multiple interaction channels.
CCF particularly fits to the following scenarios:
Delivery of composite applications such as the teller desktop in banking or Customer Service
Representatives (CSR) desktop in contact centers. This scenario is also appropriate to extend
legacy applications by adding new features or to adapt existing processes into a new technology.
Representatives (CSR) desktop in contact centers. This scenario is also appropriate to extend
legacy applications by adding new features or to adapt existing processes into a new technology.
Multi-channel infrastructures to support:
o Cross-Channel business processes
o Unified access to customer information spread across different systems
o Unified access to customer information spread across different systems
Development of new multi-channel front-end obeying an IT strategy heading towards a Service
Oriented Architecture (SOA).
Oriented Architecture (SOA).