Microsoft Corp. today announced Microsoft® Customer Care Framework 2005, a software solution for contact center operators that delivers consolidated data from core business systems such as billing, customer relationship management (CRM) and order management to the customer service agent desktop. In this release, Microsoft adds features that enable contact center operators to more tightly integrate customer service channels, such as voice, instant messaging and e-mail, and develop better self-service solutions, simultaneously helping to reduce operating costs and improve customer service levels.

“We designed Customer Care Framework to enable service providers and enterprises to effectively address the needs of their customers,” said Maria Martinez, corporate vice president of the Communications Sector at Microsoft. “Customer service is an important component of any business because it directly affects the acquisition of customers. Our solution offers different ways for customers to interact with their call center operator, helping to make their customer service experience more enjoyable.”