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Introduction

The Microsoft Customer Care 2009 (CCF) solution is an end-to-end application infrastructure for delivery of composite applications. It includes development and runtime components. Applications built with CCF can provide unified access to customer information spread across different systems and aggregate different modes of customer interactions (channels). Unlike expensive, rip and replace, and risky investments on custom development, CCF provides non-intrusive integration with existing systems. The core characteristics of the CCF solution are:

  • User Interface composition – CCF allows the creation of composite UI applications, with support for enterprise level patterns such as Model-View-Controller (MVC).
  • Distributed architecture – CCF allows the creation of centrally managed distributed components. It helps in reducing latency, infrastructural costs and enabling offline operations.
  • Developer agility – CCF employs modern process driven development methodologies empowering developers through toolkits to reduce application development time while increasing quality and standardization.
  • Integration and automation – CCF provides non-intrusive application integration and automation both on the front-end (UI automation) and back-end (Service composition).
  • Security – CCF employs modern standards for securing communications such as WS-Security, WS-Trust, WS-SecureConversation, Security Assertion Markup Language (SAML) and Kerberos. CCF authorization model allows centrally managed role-based administration. CCF also provides E-SSO services to allow mapping of user identities across systems.
  • Scalability and reliability – CCF is designed to scale vertically and horizontally and can be used in clustered and load balanced scenarios.

The CCF 2009 SP1 Deployment Guide provides an overview of how CCF 2009 SP1 should be deployed in your network, and includes the operating system and hardware requirements. The information in this document is especially useful for planning your deployment before installing the product. For information on CCF development, see the CCF 2009 SP1 Development Guide.

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