Microsoft Debuts Call Center Application

By Mick Brady

Microsoft Corp. has announced the general availability of its new Customer Care Framework, integrated software that aims to streamline call center operations for service providers.

With Microsoft Customer Care Framework, call center operators can help improve customer service and reduce costs by decreasing average call times, eliminating redundant data requests, and delivering better information faster to call center agents, according to Microsoft.

Microsoft Customer Care Framework integrates with service providers’ existing customer relationship management systems, operations support systems and business support systems, providing a unified platform that consolidates disparate applications and automates contact center workflow, the company said.

Microsoft is targeting service providers with the new product initially, but noted that it is also applicable to any business whose call center operations represent a significant part of its operations.

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