“To enable organizations to personalize customer experiences – engaging customers at the right time, in the right place and with the right content; to give them the tools to be more proactive, and to empower them with the intelligence to be able to predict trends and identify patterns — to know what the customer needs and wants before they do.” – Microsoft Dynamics CRM vision.
In its latest release, announced on the 30th November 2015, Microsoft continues to deliver real-world innovation to its CRM vision statement. Its release is hot on the heels of Microsoft Dynamics CRM 2015, and demonstrates Microsoft commitment of rolling out features and functionality that solidifies its leadership position in the Gartner Magic Quadrant for the CRM Customer Engagement Center.
The latest iteration includes the launch of Microsoft Dynamics CRM 2016, CRM 2016 Online Update, Dynamics Marketing 2016 Update, and Microsoft Social Engagement 2016 Update. Featuring tighter integration into Office 365, Microsoft Office, Microsoft OneDrive, and Microsoft SharePoint, it also provides a host of improvements to mobile users of CRM.
Arguably, one of the most exciting new features is the integration to the Cortana Analytics Suite, providing advanced analytics and machine learning capabilities that preview Microsoft first intelligent, adaptive processes for sales, customer service and social:
- Intelligent selling with cross-sell recommendations so sales reps can predict which products and services a customer will need during the sales cycle.
- Intelligent customer service with knowledge articles recommendations to empower service agents with answers to questions so they can more effectively resolve customer cases and solve problems on the spot.
- Intelligent social with machine learning capabilities powering sentiment analysis, as well as the ability to process significant streams of data to detect social posts that are most likely to be customer service cases or new leads.
- Intelligent collaboration with Delve functionality to surface trending content that is most relevant to what a person is working on.
For more information on the Cortana Analytics Suite visit the official webpage here.
Download the Microsoft Dynamics CRM 2016 Release Preview brochure here for a full overview of features and functionalities.