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TDC found that its disparate CRM legacy systems were simply no longer equipped to support the aggressive sales strategy that the company was poised to implement. The customer care system being used by TDC's contact center staff was distributed across multiple applications, making it difficult for employees to quickly and easily access all aspects of a customer's information when a call came in. TDC worked with Microsoft Enterprise Services to implement a solution based upon the Microsoft CCF. Microsoft CCF increases IT flexibility by integrating with back-end LOB systems and minimizes the amount of effort required to build, integrate, and deploy applications.
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