Microsoft announced the general availability of Microsoft Customer Care Framework, an integrated software solution that streamlines call center operations for service providers.
On the release note, Microsoft points that it helps to improve customer service and reduce costs by decreasing average call times, eliminating redundant data requests and delivering better information faster to call center agents.
Microsoft Customer Care Framework integrates with service providers’ existing customer relationship management (CRM) systems, operations support systems (OSS) and business support systems (BSS), providing a unified platform that consolidates disparate applications and automates contact center workflow. Initially targeted at service providers, the solution is also applicable to any business whose call center operations represent a significant part of its operations.
‘Contact centers are a crucial customer service function for telecommunications service providers, or any enterprise that has direct contact with a large customer base, for that matter,’ said Maria Martinez, corporate vice president of the Communications Sector at Microsoft. ‘Because customer service satisfaction directly impacts the bottom line, businesses need a solution that improves call center efficiency, reduces operational costs and integrates seamlessly with back-office systems. With Customer Care Framework, Microsoft demonstrates its ability to channel its expertise into products that solve real and relevant business problems.’
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