Microsoft's Dynamics CRM 2016 Equips Cortana Analytics to Deliver Real-time Analysis

By CIOReview | Wednesday, December 16, 2015

FREMONT, CA: Harnessing the strength of the intelligent cloud to help companies deliver customer experiences across the breadth of sales, service, marketing and social platforms, Microsoft announces the release of Dynamics CRM 2016.

Dynamics CRM 2016 aims to enable organizations to personalize customer experiences by engaging customers at the right time, in the right place and with the right content, thereby providing tools that are able to predict trends and identify patterns.

Combining Microsoft’s productivity and intelligence offerings into a single experience, the latest tool from Microsoft will be available both as CRM Online and on-premises in 130 markets and 44 languages. Dynamics also brings the advanced analytics and machine learning capabilities of the Cortana Analytics to create intelligent, adaptive processes for sales and customer service.

Dynamics CRM 2016 has features that are gathered through the acquisition of FieldOne, a company that equips field service operations with customer relationship management and Parature, a cloud-based customer-service software vendor, reports Jordan Novet for Venturebeat.

The CRM solution will provide cross-selling recommendations so that sales representatives can predict which products and services a customer will need during the sales cycle. It will also develop intelligent customer service through knowledge articles and recommendations to empower service agents so that they can resolve customer related issues more efficiently. The tool incorporates machine learning capabilities to perform 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 leads. The collaboration with Delve functionality will surface trending content that is most relevant to what a person is working on.

The product aims to enhance Productivity by embedding productivity tools, including Office 365, a CRM app for Outlook, delivered templates for Excel experience along with simplified creation of personalized sales documents in Word and enabled seamless access to contextual CRM documents across SharePoint, Office 365 Groups and OneDrive for Business. For improved Mobility, CRM 2016 features the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and Cortana integration that provide CRM data for key sales activities, accounts and deals, and mobile marketing with SMS capabilities and offline mobile capabilities for phones and tablets.

The company claims that CRM 2016 delivers a single, unified solution for Customer Service across self-service, agent assisted service and field service. By building on the integration of Parature’s knowledge management, the company now has a new role driven agent experience through the Interactive Service Hub, native Knowledge Management and surveys to capture voice of the customer.