CCF Architecture and Components

This section provides brief introductions to the CCF 2009 architecture, its components, and the concepts behind those components. For more detailed information about any of the components, refer to the See Also note at the end of each short description.

CCF is designed to contain, manage, and inter-operate with core systems, such as CRM, billing, order management, and other custom applications. The framework promotes synchronization between self-service solutions such as portals and Interactive Voice Recognition (IVR), or other communication channels by providing a unified architecture for all customer care activities. The figure illustrates the CCF architecture.


CCF Architecture

As the figure indicates, CCF has four major subsystems:

  • CCF middle-tier server components
  • CCF front-end tools and client components
  • CCF management solutions
  • CCF developer tools