Microsoft Dynamics CRM Got Leadership in Customer Service Contact Centers 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:

  • 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.
  • 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 More information about Microsoft Dynamics CRM is available at



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