I have been approached by a senior manager in my service centre who wants to use a specific application to improve customer service via a number of channels including IVR. The application that is being proposed is a 3 tier system using process modelling, application tier and the base tier using Microsoft Customer Care Framework.

This system uses BizTalk services and from what I can see is going to be quite heavy on resources....but I maybe wrong!

Has anyone had experience of the Microsoft Customer Care Framework