Microsoft Customer Care Accelerator CCA

Microsoft Customer Care Accelerator (CCA) is the solution allowing to integrate different applications and to integrate them in the single interface of work area of the employee. The product was developed by Microsoft corporation for large call centers and the companies with the selected support departments and customer service and earlier carried the name Microsoft Customer Care Framework (CCF). The main objectives at implementation is reduction of waiting time of the client to lines and obtaining by the client of a maximum of information and support for the first call – without additional switchings to different employees.

CCA allows the call center specialist or department of service quickly, from "one window", to work with several applications available to it at once – directly with the CRM system, billing, spreadsheets, the main enterprise information system, the knowledge base and any other corporate systems. Thanks to CCA all these applications work from one interface – that significantly increases the processing speed of incidents.

The companies which already implemented at themselves the solution note reduction of time which the manager spends on information search in the course of communication with the client, up to 10 seconds, growth of number of primary and repeated sales, reduction in cost of customer service in customer service or call center. Besides, processing of client requests, data exchange between departments and internal systems of the enterprise accelerates.

For call centers especially important that CCA provides integration with telephony of the company. If the incoming call from number brought in the CRM system arrives, CCA analyzes this record and directs a call to number of the necessary department or the specialist.

Heads of sales departments or service will be able to trace statistics of work of operators, efficiency of managers, dynamics of their activity – in the module necessary reports are built-in.

Microsoft Customer Care Accelerator can be used in the form of the free addition to Microsoft Dynamics CRM - a management system for sales and marketing. It is also possible to purchase a product separately.