With Microsoft Dynamics CRM 2016, Microsoft continues on their journey to deliver Intelligent Customer Engagement to the market – helping companies deliver customer experiences that are personalized, proactive and predictive. The 2016 update includes all of the CRM services – Dynamics CRM, Parature, from Microsoft, Dynamics Marketing and Microsoft Social Engagement and covers 4 major themes, Productivity, Intelligence, Mobility and Unified Service.
Productivity – Microsoft is committed to reinventing the way companies think about productivity and business processes. Building CRM capabilities that are seamlessly embedded into productivity tools, including Office 365 so that sales, service and marketing professionals can leverage familiar tools that they prefer to use. In CRM 2016, Microsoft has enhanced the CRM app for Outlook, harnessing the power of Office 365 Groups, delivering Excel templates on top of the immersive Excel they added in the spring; surface trending documents from Delve, making it easier to create personalized sales documents in Word; and seamlessly access contextual CRM documents across SharePoint, Office 365 Groups, OneDrive for Business.
Intelligence – With CRM 2016, Microsoft delivers intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite and machine learning. Microsoft introduced capabilities like intelligent product suggestions (for up-sell / cross-sell) and recommended cases and knowledge to resolve customer service cases. Microsoft is harnessing the power of Machine Learning for sentiment analysis in Microsoft Social Engagement. They’ve also baking intelligent and contextual guidance into CRM throughout the entire customer journey.
Mobility – In CRM 2016, Microsoft continue to invest in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.
Unified Service – With CRM 2016, Microsoft delivers a single, unified solution for Customer Service across self, assisted and field service. This began with the integration of Parature knowledge management in the Spring, and continues with a new role driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. They’ve also added Field service capabilities with the acquisition of FieldOne.
Microsoft is also investing in Dynamics Marketing and Microsoft Social Engagement. They’re adding SMS as a marketing channel to our multi-channel campaigns. They’re increasing the sources and sentiment languages for social. They’ve also introducing the concept of Intelligent Social with social selling, automated triage and adaptive sentiment.
Details on the features and capabilities in CRM 2016 for Marketing, Sales, Customer Service, Social, Mobile, Online Visibility and Control, and Platform can be found by downloading the Microsoft Dynamics CRM 2016 Release Preview Guide Below:
Watch the Microsoft Dynamics CRM 2016 Release Overview Video here: