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REDMOND, Wash. —
April 15, 2010 —
Microsoft Corp. today
announced that
Microsoft Dynamics CRM
has been positioned in the
Leaders quadrant of the 2010
Magic Quadrant for CRM
Customer Service Contact
Centers. In this research
report, Gartner Inc. looks
primarily at the first
layer: CRM business
applications for customer
service interactions.
Microsoft today is also
introducing the Customer
Care Accelerator for
Microsoft Dynamics CRM. The
new accelerator helps
customer care and contact
center organizations provide
a consistent customer
service experience by
combining data elements from
disparate applications such
as mainframes, databases or
Web sites for display in a
single user interface. The
quick ease of access to
information helps agents
provide efficient service,
which in turn helps improve
overall customer
satisfaction; and, as a
corollary benefit can help
to preserve or increase
profit margins. The core
business scenarios supported
by the Customer Care
Accelerator include the
following:
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• |
Integrated
desktop
enables the
aggregation of
information from
diverse business
applications into an
integrated agent
desktop, providing
users with a
360-degree view of
customer
interactions.
Customer service
representatives have
fast access to
business-critical
information to serve
customers quickly
and efficiently,
which helps increase
satisfaction and
loyalty. |
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• |
Desktop
automation workflows
minimize
human error and
streamline business
processes,
eliminating the need
for contact center
agents to re-enter
the same data in
multiple
applications and
helping to ensure a
consistent customer
service experience. |
|
• |
Computer
telephony
integration (CTI)
is simplified for
supplying caller
screen pop-up
information to
agents. CTI makes it
possible for the
telephony system to
connect to the CRM
business application
and give agents
detailed customer
information to help
them better serve
their customer. |
|
• |
Activity
reporting
gives contact center
managers the ability
to quickly access
agent desktop
transaction
reporting, identify
process bottlenecks,
streamline processes
and automate routine
tasks to improve
overall call center
efficiencies. |
As
with all CRM Accelerators,
the Customer Care
Accelerator is available at
no additional cost to
current Microsoft Dynamics
CRM customers and partners.
Accelerators can be deployed
as packaged extensions to
Microsoft Dynamics CRM or,
in the case of the Customer
Care Accelerator, can be
used to help develop new
solutions, enabling
organizations to customize
Microsoft Dynamics CRM to
meet their specific business
needs.
“Leaders demonstrate
market-defining vision and
the ability to execute
against that vision through
products, services,
demonstrable sales figures,
and solid new references for
multiple geographies and
vertical industries. Clients
report that the vendors
deliver a high level of
value and return on their
commitment. The development
team has a clear vision of
the implications of business
rules, and the impact of
social networking on
customer service
requirements,” writes
Michael Maoz, vice president
and distinguished analyst,
Gartner Inc. “A
characteristic of a leader
is that clients look to the
vendor for clues as to how
to innovate in customer
service. The vendor does not
necessarily drive a customer
toward vendor lock-in, but
rather provides openness to
an ecosystem. When asked,
their clients reply that
this product has affected
the organization’s
competitive position in
their markets and helped
lower costs. Leaders can
demonstrate $50 million in
sales to new customers
during the past year.”1
“Delivering a great customer
experience is vital to
building loyalty and
business success,” said Brad
Wilson, general manager of
Microsoft Dynamics CRM at
Microsoft. “Microsoft
Dynamics CRM delivers a
powerful, yet affordable
customer service solution to
help businesses get a deep
understanding of their
customers, deliver high
satisfaction and use
outstanding service to
generate new sales
opportunities.”
The
Customer Care Accelerator
will be available for
download on April 30, 2010,
at
http://crmaccelerators.codeplex.com.
More information about
Microsoft Dynamics CRM is
available at
http://crm.dynamics.com/en-us/Default.aspx.
About the Gartner
Magic Quadrant
The
Magic Quadrant is
copyrighted 2010 by Gartner,
Inc. and is reused with
permission. The Magic
Quadrant is a graphical
representation of a
marketplace at and for a
specific time period. It
depicts Gartner’s analysis
of how certain vendors
measure against criteria for
that marketplace, as defined
by Gartner. Gartner does not
endorse any vendor, product
or service depicted in the
Magic Quadrant, and does not
advise technology users to
select only those vendors
placed in the “Leaders”
quadrant. The Magic Quadrant
is intended solely as a
research tool, and is not
meant to be a specific guide
to action. Gartner disclaims
all warranties, express or
implied, with respect to
this research, including any
warranties of
merchantability or fitness
for a particular purpose.
About Microsoft
Dynamics
Microsoft Dynamics is a line
of easy-to-use, integrated
and adaptable ERP and CRM
applications that enable
business decision-makers to
quickly respond to market
shifts, take advantage of
new trends, increase their
competitive edge and drive
business success. Microsoft
Dynamics solutions are
delivered through a
world-class network of
reselling partners providing
specialized services and
additional innovation to
help customers excel in
their industries.
About Microsoft
Founded in 1975, Microsoft (Nasdaq
“MSFT”) is the worldwide
leader in software, services
and solutions that help
people and businesses
realize their full
potential.
1
Gartner Inc., Magic Quadrant
for CRM Customer Service
Contact Centers, Michael
Maoz, April 9, 2010. |
