Microsoft updates software for call centers
InfoWorld | at | by Mike
Microsoft on Wednesday released an update to its software for call centers that adds new functionality for customers to interact with customer-care agents, according to the company.
Previously, Microsoft's software for call centers was Contact Center Framework, and when it was released in May 2005 it mainly enabled customer care agents to unify the way they access their applications on their desktop, said Vish Thirumurthy, a group manager for Microsoft's communications group.
The new release, which has been renamed Customer Care Framework 2005, now allows customers to communicate with call-center agents in a variety of ways through the software, he said. CCF does not require companies to rip out any existing applications they use in their call centers, but provides an interface for aggregating and accessing the applications they already have, Thirumurthy said.