That’s right, Microsoft Dynamics CRM 2016 has dropped, online and on-premises, in 130 markets and in 44 languages. Microsoft touts it as their most comprehensive release ever, and in making the announcement, new leader of Microsoft CRM Business Applications group Jujhar Singh says that the release “represents a huge leap forward in our journey to deliver intelligent customer engagement.”
More and more, Microsoft Dynamics CRM is a vast toolbox that leverages the full power of Microsoft to help companies deliver amazing customer experiences across sales, service, marketing, and social engagements. Microsoft Dynamics CRM enables you to personalize customer experiences, engaging customers at the right time, in the right place, and with the right content. It gives you the tools you need to be more proactive, empowering you with the intelligence to be able to predict trends, to identify patterns, and to know what customers need and want before they do.
The new release brings the advanced analytics and machine learning capabilities of the Cortana Analytics Suite to preview their first intelligent, adaptive processes for sales, customer services, and social:
- Intelligent selling with cross-sell recommendations so sales representatives can predict which products and services a customer will need during the sales cycle.
- Intelligent customer service with knowledge article 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 new leads or customer service cases.
- Intelligent collaboration with Delve functionality to surface trending content that is most relevant to what a person is working on.
This new release also delivers major enhancements in productivity, mobility, and unified customer service.