Customer Care Framework 2005 is ready and available worldwide as of today!

CCF enables service providers (or any business which has a call center, e.g. banks or government agencies) to reach their customers from multiple channels. From the other side; CCF enables people to reach information on any channel available :)

CCF integrates various customer service channels and forms a unique 360-degree view of the customer data. This is enabled through channels like SharePoint based self-service portal, interactive voice-response systems, web-chat or e-mail. Data integration is done on the middle tier (through XML Web Services) and exposed to the channels above (presented to the customer).

There is a lot more information at http://www.microsoft.com/serviceproviders/solutions/ccf.mspx