Gartner recently released their Magic Quadrant for the CRM Customer Engagement Centre. This Magic Quadrant examines the global market for customer service and support applications designed to engage customers through whichever channel they choose. Microsoft Dynamics CRM has been ranked as one of the market leaders in the recent Magic Quadrant. According to Gartner, Dynamics CRM is ‘the second-most-asked-about application for customer service agent desktops’.
Gartner evaluates a number of functionalities for this Magic Quadrant including those for knowledge-enabled service resolution, social media and community management, interaction assistant tools and service analytics dashboards. The application needs to have tools for both agents and customers, designed on a common platform.
Gartner goes on to say that Microsoft Dynamics CRM 2016 shows significant improvements in online capabilities and integration with other Microsoft products. Dynamics CRM 2016 can be deployed on-premise, online or as a hybrid solution. with the same or similar functionalities, as well as being supported in a wide range of languages. It s one of the few options available to organisations in regions and/or industries that aren’t ready or able to move to the cloud.