Customer Care Accelerator (CCA)

Microsoft Dynamics CRM 4.0

Microsoft Dynamics CRM 4.0, along with Microsoft® Windows Server® 2003 or Windows Server 2008, is the primary software prerequisite for installing the software that supports integrated agent desktop development and deployment.

The Microsoft Dynamics CRM server acts as the configuration store and administrative system for agent desktop projects that you create using User Interface Integration (UII)-based technologies.

User Interface Integration (UII)

UII is a set of client-side binaries that support the core functions involved in creating an integrated agent desktop solution. It includes the following:

·         The core desktop compositing engine. These are the binaries that enable you to design an integrated agent desktop shell.

·         The Application Integration Framework (AIF). AIF enables hosting of applications within the agent desktop shell and provides a mechanism for sharing information between those applications.

·         Hosted Application Toolkit (HAT) and Microsoft Visual Studio® tools. HAT is a Visual Studio guidance packages that enables you to quickly automate applications that you want to host in your agent desktop shell. Another Visual Studio tool is a template you can use to create an integrated agent desktop solution.

Customer Care Accelerator (CCA)

CCA is an integrated agent desktop reference implementation and sample application built by using UII.

Integrated Contact Center (ICC)

ICC is a Microsoft Consulting Services (MCS) solution offering for the customer care and contact center market