Microsoft Dynamics CRM 2016 was released a few weeks ago, and we’ve been discussing in broad strokes the capabilities you’ll find delivered with it. Today we’ll continue that discussion, beginning with CRM 2016’s intelligence capabilities.
Microsoft Dynamics CRM 2016 gives you intelligent processes for sales, service, and marketing with the power of the Cortana Analytics Suite and Machine Learning. Microsoft is introducing capabilities like intelligent product suggestions (for up-sell or cross-sell) and recommended cases and knowledge content to resolve customer service cases. Microsoft is harnessing the power of Machine Learning for sentiment analysis in Microsoft Social Engagement, and they are also packing intelligent and contextual guidance into CRM throughout the entire customer journey.
Microsoft continues to invest in mobile functionality 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 leverages CRM data to drive proactive interaction and voice-driven CRM.
Microsoft Dynamics CRM 2016 also delivers a single, unified solution for customer service across self, assisted, and field service. This includes a new role-driven agent experience, a native Knowledge Management solution, and surveys to capture the voice of the customer. Microsoft has also added field service capabilities with the acquisition of FieldOne.
Microsoft continues to invest in Dynamics Marketing and Microsoft Social Engagement. They are adding SMS as a marketing channel to their multi-channel campaigns, increasing the sources and sentiment languages for social, and introducing the concept of intelligent social with social selling, automated triage, and adaptive sentiment.
