Telecom Argentina is deploying Microsoft Customer Care Framework 2005 to improve efficiency and revitalize obsolete support systems in six of its trouble-ticketing call centers across the country. The deployment is expected to be completed by November 2006. [more...]

Elisa Corp., Finland’s leading telecom company, has chosen the Microsoft^® Customer Care Framework 2005 communications platform to improve its contact center. The new solution will improve the usability and support of customer processes, make customer service more efficient, and facilitate integration with existing business applications. Microsoft Customer Care Framework is designed to guide customer inquiries from multiple channels such as Elisa’s Web portal, e-mail and phone, and is flexible in allowing Elisa to adapt easily to different customer relationship management (CRM) strategies and customer care profiles. In addition, it will offer versatile self-service solutions and support automated processes. [more...]