The views and opinions expressed in this blog are those solely of the author(s) and do not necessarily reflect Microsoft’s current policy, position, or branding. For official announcements and guidance on Dynamics 365 apps and services, please visit the Microsoft Dynamics 365 Blog.
Personalized Community is here!
Quickly customize your community to find the content you seek.
Choose your path Increase your proficiency with the Dynamics 365 applications that you already use and learn more about the apps that interest you. Up your game with a learning path tailored to today's Dynamics 365 masterminds and designed to prepare you for industry-recognized Microsoft certifications.
Visit Microsoft Learn
2020 release wave 1Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 TimelineWatch the 2020 Release Wave 1 virtual launch event
Ace your Dynamics 365 deployment with packaged services delivered by expert consultants. | Explore service offerings
Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
FastTrack Program | Finance TechTalks | Customer Engagement TechTalks | Upcoming TechTalks
Once a year, Gartner uses their Magic Quadrant to compare the customer service interaction capabilities of a number of CRM solutions and rank them as leaders, challengers, niche players, or visionaries based on the completeness of their vision and their ability to execute that vision.
Once again, Microsoft Dynamics CRM has made it into the Leaders quadrant with other top names in the industry, including salesforce.com, Oracle (Siebel), RightNow, and Pegasystems. But what sets these solutions apart from their competition as industry leaders in customer service?
According to Gartner, “Leaders demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures, and solid new references for multiple geographies and vertical industries. Clients report that the vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules and the impact of social networking on customer service requirements. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service.”
Through 2011, 30% of organizations moving to a new platform will select a software-as-a-service (SaaS)-based solution as the core customer service desktop.
Through 2013, customer service strategies will be directed by the following four initiatives:
The CRM solutions in the Leaders quadrant have strategies in place to address each of these initiatives and serve clients looking for a SaaS deployment for their customer service software.
What Makes Microsoft Dynamics CRM a Customer Service Contact Center Leader?
Microsoft Dynamics CRM Online is the full-featured SaaS alternative to Microsoft’s on-premise CRM solution. Both Microsoft Dynamics CRM Online and Microsoft Dynamics CRM (on-premise) leverage “Accelerators” to extend the core product’s functionality at no additional cost to users.
The Social Networking Accelerator for Microsoft Dynamics CRM was released in October 2009 and enables users to monitor and analyze customers’ conversations on social networking sites, thereby providing real-time status updates about their products and services. The initial release of the accelerator delivers integration with Twitter; other networks will be introduced in future releases.
This week, Microsoft announced the upcoming release of the Customer Care Accelerator for Dynamics CRM. This new accelerator helps provide a consistent customer service experience by combining data elements from disparate applications such as mainframes, databases, or Websites for display in a single user interface. By gaining quick and easy access to information, agents are empowered to provide more efficient service, thereby improving overall customer satisfaction and helping to preserve or increase the bottom line.
It is clear that Microsoft is committed to providing meaningful solutions to the issues facing customer service organizations through enhancing the service capabilities Microsoft Dynamics CRM. That is why Microsoft Dynamics CRM is a Customer Service Contact Center Leader!
By Socius, an Ohio-based Microsoft Dynamics CRM Partner
Business Applications communities