2. Name: Amit Kumar Agrawal
Title: Consultant
Company: Microsoft

3. Agenda
Understanding Contact Center Pain points
Microsoft CCF as Customer Care Solution
CCF Demo
CCF - Architecture
CCF – Business Value Proposition
CCF Case Study Video
Questions

4. Understanding Contact Centre Pains
The Integrated Desktop
Solution

5. Understanding Contact Centre Pains
Multiple application to deal with
Alt + Tab issues
Copy & Paste issues
Redundant operations
No Demographic information on customer
Customer 360 degree information
Status of customer/order
Contact History
Cross Sell / Up Sell Opportunity
Multiple logins to various systems
Single Sign On
Process Compliance
Multiple Channel
Choice of channel
Consistency of information
Continuity

6. Understanding Contact Center Pains
(Cont.)
Agent Training
Meeting Service Levels
Agent Turnover
Agent Productivity
Cost Control
Technology Infrastructure
Driving Revenue
Customer Retention
Other
0% 10% 20% 30% 40% 50%
Yankee Group

7. Typical Cost Structure of a Service Center or Call Center
The enormous share of HR-related costs outlines the importance for significant improvements in
agents’ time and effort.
Interpretation
 HR cost is the best single area
to investigate for cost
reduction initiatives:
 Improve efficiency
 Reduce turnover
 Increase automation
and self-services
Besides the enormous portion of HR related costs, it is
remarkable that software spending accounts for only 3.2 percent.
Source: Analysis on Benchmark Report “Best in class call center performance” 2008 Purdue University in USA
figures might differ from country to country, depending on level of salaries
Figures will differ slightly in service organizations beside classical call centers

8. Customer Care Data points
Why Customers defect Churn Rates
1% Die
3% Move away Between 2% - 5%
5% Develop other relationships New Customer acquisition cost: ~$300
9% Leave for the competition Example:
14% Leave because of dissatisfaction
with product/service 20M Subscribers – 3% Churn
68% Leave because they encountered  600k Lost Customers
an attitude of indifference as Customer acquisition cost $180M
they were being served! What about Subscriber growth?
Source: Excelling in the 1990’s: CEO Perspectives by R.P. Cooley
Support Cost Support Issues
Percent of Time CSRs Devote to Each Task
Payments, 8%
Trouble Other, 9%
Management,
36%
New Sales and
Customer
Ordering, 13%
First
~$100 90 days After
1 year Billing Problem
~$40 ~$20-30 Resolution,
Product
19%
Inquiries, 15%

9. Key Service Provider Issues
How to materially and continuously
reduce the cost of service per customer
System-Centric while raising the quality of customer care
Views How to improve the yield of marketing
Limited initiatives — new business
Integration acquisition, retention, cross-selling, and
up selling
6-8 Siloed How to significantly reduce the risk of
Applications contact center initiatives, while minimizing
costs and optimizing the level of
Manual investment in contact center
Processes infrastructure
How best to revitalize their customer-
Inconsistent facing technology and processes in a
Data manner that is affordable and fast
Paper trail and logging to support your
business processes and workflow
Consuming valuable time...

10. What’s the Solution?
An Integrated Desktop …

11. What is Microsoft’s Customer Care
Framework?
Microsoft Customer Care Framework (CCF) is a software product that offers multi-channel integration
capabilities via web services, and desktop level application integration through information sharing and
interaction between different Line of Business applications.
CCF increases contact center agent productivity, facilitating reduction in costs and improving the quality of
service, by providing real time synchronization between Self Service Solutions (Portals, Speech/IVR).
What is CCF?
 Several Assets for Client and Server
 CCF Client delivers a integrated 360o
view of customer interactions from a
single, intuitive desktop
 CCF Middle Tier (Web services) that
manage, encapsulate, and interoperate
with a client’s core systems
(Siebel, SAP..) in a way that significantly
enriches customer service and sales
capabilities
 CCF IS NOT CTI, IVR, PBX, CRM…
CCF provides real time  CCF works with Routing, Queuing and
synchronization between Self Service other contact center products from
Solutions (Portals, Speech/IVR, Kiosk) partners to provide low cost and easy
and Contact Centers by providing a to integrated total customer care
complete vision and unified solutions.
architecture for all Customer Care
channels

12. Microsoft CCF Introduction
Microsoft Customer Care Framework (CCF) offers value addition in following ways -
• Aggregate Information
to create Unified View
of Customer
• Automate Tasks across
Silo Applications and
Interaction Channels
• Accelerates Rollout of
Customer Care
Solutions

13. Microsoft CCF Introduction
Unified View of Customers Multichannel Integration

14. Where can we use the Solution?
At Contact Centers
Enterprises, Administrators, Retailers and Network Operation
Centers
For Tellers / Relationship Managers at Banks
To build Multi-functional Kiosks and kiosk-Management
Solution
Self-Service featured Websites

15. CCF Unified Desktop in Bank
Name : Amit Kumar Agrawal
Title : Consultant
Company : Microsoft

16. CCF Desktop
Call Management
(CTI integration)
Context
Management
Active customer
sessions with
navigation tracking Existing
Applications
Integration
Workflow

17. CCF - Silver light Desktop
Customer
Call management dashboard
(CTI integration)
 User-centric interface
 Leverage existing
technology investments
“No Rip and Replace”
 Reduce integration cost
and risks
Active customer
sessions with
navigation tracking
Desktop
workflow
Call center
status info Application
integration

18. Microsoft CCF Architecture
Automation
Session
Single Sign on
Unified View
CCF Multi-Channel
Management
(Admin Console) CCF Agent Desktop CCF Self-Service
CCF Core Server
(Logging & Reporting, Configuration - Session
Distributed Connectivity Services
& Context Applications
SSO Credential Store)
CCF Middle Tier
Self Care
Customer Touch Point Channels Business Process Integration
KIOSK
Bank Branch CRM Knowledge Management ERP
Phone Email SMS Chat

19. Microsoft CCF Architecture

20. Core Components of Solution
» Client side components
» Windows XP/Vista
» Unified Desktop framework client (CCF)
» Middle layer components
» Collaboration Server (MOSS) - optional
» Unified Desktop Server (Customer Care Framework)
» Backend Server Components
» Windows Server
» SQL Server
» Microsoft Operation Management (MOM)
» Biz Talk Server - optional

21. Microsoft CCF Architecture
CCF is a next generation customer care solution for optimized customer service and revenue
via unified real-time access to all a customer’s information by customer service
representatives and customer self serve channels.
Integrated Desktop – Displays unified
CCF Logical Blocks view of customer information, hosted
applications along with context
sensitive help and call guide.
HAT & AIF – Host, automate and
aggregate line of business applications.
Facilitates in context sharing, session
management and scripted call guidance.
MCE – Multichannel is used to create
user interfaces supported on multiple
display channels like
Windows, Web, Kiosk, Mobile etc.
DCS – SOA enablement platform to
CRM write new services layer and/or
Billing aggregate and collaborate existing
Knowledge
Management
services.
ERP

22. Microsoft CCF Architecture
Hosted Application Toolkit (HAT)

23. Microsoft CCF Architecture
Distributed Connectivity Services (DCS)
DCS is a set of Web services and other components that
Provides infrastructure hosting services and the client
applications to connect to them. The following image shows
the logical architecture of DCS and highlights the key
functionality that the DCS infrastructure provides.

24. Microsoft CCF Architecture
Multi-Channel Engine (MCE)
Work Unit Physical Providers Physical Views
Work Unit Definition Windows Forms Physical View
ASP.NET Physical View
Work Unit Workflow
State Machine Workflow
State Machine Workflow
Containers
Windows Forms
Logical Views AIF
Logical View Web
Logical View Office SharePoint
Host Application Server (SP1)

25. Value Propositions
Single Sign on to multiple Role/profile based access
applications Single User interface with
No Rip and replace philosophy enhanced user experience
Improve user productivity with Reduce integration cost and risk
existing LOB Easy information access and
Up sell and cross sell guided Experience
Increase Customer Satisfaction Multichannel integration
Reduce Operation cost platform
Reduce Training and retention Ready to use self-care web-parts
Cost Architectural flexibility and
Reduce customer churn capabilities
User Centric Interface Easy up sell/ cross sell

26. CCF Implementation in Telco & Banking
Contact Center

28. © 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should
not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS,
IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.