T-Com is a leading provider of Internet, telephony, and IP services to customers throughout Croatia. Its customer contact centre is the largest of its kind in Croatia, and employees field hundreds of customer enquiries every day. Until recently, each request involved accessing as many as 10 different applications to get the information required for customers. T-Com worked with Microsoft Services to implement the Microsoft Customer Care Framework, which integrated all of its applications into an easy-to-use agent desktop application.
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