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.

Microsoft Dynamics CRM Strengths: 

According to Gartner, Microsoft’s CRM strengths include:

  • Dynamics CRM 2016 combines sales, service and marketing capabilities, as well as integrating with other Microsoft products, such as Exchange, Office and SharePoint.
  • Ongoing improvements to to the user interface, including better screen layout, intuitive scripting and reduced keystrokes helps with standard tasks.
  • With Microsoft adding Unified Service Desk and a cloud- based field serviced Offering (FieldOne), the functionalities coverage has improved significantly.
  • Tight integration between Dynamics CRM 2016 and Azure services such as Social Engagement, Unified Customer Intelligence and LearningPath, extends the capabilities of Dynamics CRM, giving customers even more functionality.

To learn more about Dynamics CRM 2016 contact us via: email or call 01344 301 012