|
| VIEW EVENT INFORMATION: Microsoft |
|
 |
Microsoft Announces GA Of Dynamics 365 |
|
|
|
|
|
|
About the organization Microsoft:
Type: Business
Sub-Types: Computer, Computer Hardware, Computer Software, Telecommunication, Telecommunication Hardware, Telecommunication Software |
|
Notable Organizations: Microsoft, Techcrunch
|
|
| We’ve been hearing all artificial intelligence, all the time from the Customer Relationship Management (CRM) industry over the last several weeks. Microsoft is the latest to trumpet its AI capabilities for sales people with the general availability of Dynamics 365 coming on November 1st.
Microsoft announced last summer that it was going to be combining its ERP and CRM into a unified solution, and this is the culmination of that announcement. Like many large organizations, Microsoft tends to deliver the news in waves — it’s coming, it’s in beta, it’s here.
While the news smacks of “look at me too,” Microsoft points out it has been working on AI long before its biggest competitors like Salesforce and Oracle, which recently announced their own AI capabilities at their respective customer conferences, Dreamforce and Oracle Open World.
Microsoft has built in a couple of intelligence features into the release designed specifically for sales and service personnel. First, there is Customer Insights, a stand-alone cloud service, which enables users to bring in a variety of internal and external data sources. Companies can integrate all of this data with internal metrics (KPIs) to drive automated actions based on the data. The solution includes partner data from the likes of Facebook and Trip Advisor (proving you don’t need to own an external data source to take advantage of it).
It’s been designed as a stand-alone service that can work with any of the Dynamics 365 CRM components — sales, customer service or field service — and can also work with any external CRM tool with open APIs. This last point is particularly telling because it’s giving customers who might not be using Dynamics 365 (but are using other Microsoft tools like Outlook) access to this feature.
The second piece is called Relationship Insights, which as the name suggests gives sales people information about the status of their customer relationships at any given moment. It’s built on the on the Cortana Intelligence Suite, which Microsoft introduced in 2015 and uses tools like sentiment analysis to check on the likelihood of the deal closing and the next best action to take. |
|
|
| Leave Comments: |
|
|
|
|
|
