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1、Microsoft®ContactCenterFrameworkATechnicalWhitePaperPublished:April2003AbstractThiswhitepaperpresentsanoverviewoftheMicrosoft®ContactCenterFramework,abundleofMicrosoftproductsconfiguredinaccordancewithaprescriptivearchitecture,alongwithcustom-developedcomponen
2、tsthatenablenetworkserviceproviderstooperatecontactcentersmorecost-effectivelywhileimprovingcustomersatisfactionandbusinessagility.Byincreasingtheefficiencywithwhichcontactcenteragentsinteractwithcustomersandwithback-endinformationsystems,theMicrosoftContactCe
3、nterFrameworkenablesserviceproviderstodecreasethecostofoperatingtheircontactcentersandincreasethesatisfactionofcustomers.That,inturn,helpsserviceproviderstoincreasebottom-lineprofits,decreasecustomerchurn,andrespondaggressivelytonewbusinessandtechnologyopportu
4、nities.ThiswhitepaperisintendedforinformationtechnologymanagerswhowanttounderstandtheMicrosoftContactCenterFramework.TheoverviewpresentsthecomponentsoftheFrameworkandexamplesofthekindsofbenefitsthatmayberealizedthroughitsdeployment.Thisdocumentisbestviewedon-s
5、creeninMicrosoftWord2000orWord2002inPrintLayoutorWebLayoutview.TheinformationcontainedinthisdocumentrepresentsthecurrentviewofMicrosoftCorporationontheissuesdiscussedasofthedateofpublication.BecauseMicrosoftmustrespondtochangingmarketconditions,itshouldnotbein
6、terpretedtobeacommitmentonthepartofMicrosoft,andMicrosoftcannotguaranteetheaccuracyofanyinformationpresentedafterthedateofpublication.Thiswhitepaperisforinformationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHISSUMMARY.Complyingwithallapplica
7、blecopyrightlawsistheresponsibilityoftheuser.Withoutlimitingtherightsundercopyright,nopartofthisdocumentmaybereproduced,storedinorintroducedintoaretrievalsystem,ortransmittedinanyform,byanymeans(electronic,mechanical,photocopying,recording,orotherwise),orforan
8、ypurpose,withouttheexpresswrittenpermissionofMicrosoftCorporation.Microsoftmayhavepatents,patentapplications,trademarks,copyrights,orotherintellectualpropertyrightscoveringsubjectm
