Business Solutions

IT Showcase: Automating the Call-Center Application for Xbox Customer Support

Microsoft IT developed a customized application to improve the experience of a call-center help line for Xbox customers and to better automate problem resolution, improve call containment, and lower costs.
  • Note:There are multiple files available for this download.Once you click on the "Download" button, you will be prompted to select the files you need.


    File Name:



    Date Published:


    File Size:

    547 KB

    1.8 MB

      The Microsoft Xbox product team wanted to improve the experience of the call-center help line for Xbox customers. In addition to increasing the overall level of call-center efficiency, the team wanted to increase the productivity of call-center agents and reduce support costs. Microsoft Information Technology (Microsoft IT), along with a team of internal and external developers, created a customized application built on Microsoft Office Communications Server 2007 Speech Server, Microsoft ASP.NET, Microsoft SQL Server 2005, and Microsoft Visual Studio 2005. This application has already resulted in automated problem resolution, improved call containment, and cost savings.
  • Supported Operating System

    Windows XP

      IT Showcase Word documents are best viewed in Print Layout View (on the Menu bar, select View|Print Layout) within all versions of Microsoft Word.
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