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Microsoft Dynamics CRM 2016 debuts with predictive intelligence

by SowmyaDecember 1, 2015

Microsoft announced that Dynamics Customer Relationships Managment, CRM 2016 is now available for online and on-premise deployments in 130 markets and 44 languages. The company’s customer relationship management platform leverages machine learning to deliver a personalized, predictive and proactive experience.

“We’re bringing all Microsoft has to offer in productivity and intelligence into a single experience,” said Jujhar Singh, General Manager of Microsoft Dynamics CRM, in a statement. “We’re bringing the advanced analytics and machine learning capabilities of the Cortana Analytics Suite to preview our first intelligent, adaptive processes for sales, customer service and social.”

Microsoft claims that Cortana integration helps CRM 2016 surface the right tools at the right time, so businesses can deliver a more personalized experience to engage customers with the right content.

Cortana integration promises to make CRM 2016 smarter, thanks to machine learning. The integration with the Cortana Analytics Suite surfaces cross-selling opportunities. Sales reps will now be able to use the data to predict which products and services to pitch to a customer during different stages of the sales cycle.

Customer service representatives can also rely on CRM 2016 to surface important knowledge articles to resolve customer issues. The software can also analyze data from social networks to predict new sales opportunities or service issues.And finally, with Delve integration, CRM 2016 can also surface relevant trending information.

The latest version of the product includes a few novel features but Microsoft has a lot of work to do to become truly competitive with Salesforce, which controls the bulk of the CRM market. In addition, integration with the Groups feature in Office 365 lets Dynamics CRM 2016 users set up customer-specific message boards.

Customer service functionality with knowledge article recommendations is also included to empower service agents with answers to questions, so they can more effectively resolve customer cases and solve problems on the spot. There is an interactive Service Hub, Knowledge Management center and surveys.

Dynamics CRM 2016 also lets users access the app from phones and tablets even when they are out of range of an Internet connection. Sales reps will now be able to use the data to predict which products and services to pitch to a customer during different stages of the sales cycle.

 

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