Microsoft Dynamics CRM 2016 Release Overview


New features for customer service, care and support available in Microsoft Dynamics CRM 2016.


Microsoft is responding to the need to put customer service at the forefront of the organization’s intelligent customer engagement strategy with its upcoming release of Dynamics CRM 2016.

New and Improved Engagement Center Experiences: Dynamics CRM 2016 includes a new interactive surface hub that delivers tailored application experiences for Tier 1 and Tier 2 agents so that they have the information they need to be able to focus on speedy resolution.

Real-time dashboards provide a single view of their workload, giving organizations and agents the flexibility to choose the order of case resolution.

Interactive charts also provide a visual representation of the work items and can be used as visual filters to allow the slicing and dicing of data.

This next release brings enhanced intelligence and insights to the next level in customer service analytics driven intelligence and a native knowledge

management system for CRM. This means that organizations can capture and access information to systematically resolve issues faster.

With Dynamics CRM 2016, Microsoft is delivering a solution that not only captures the signals communicated in various channels in the market, but one that also empowers the agent to provide meaningful feedback. The new release enables improved communications arising from listening to the voice of the customer by capturing and leveraging customer feedback to shape customer engagements with easy-to-use mobile in-touch enabled tools.

The new release also leverages social channels with Azure machine learning. Agents can instantly track and analyze relevant sentiment via Microsoft Social Engagement and engage directly with customers on social channels, such as Twitter or Facebook, with the option of converting issues through social channels into cases.

Overall, Dynamics CRM 2016 brings comprehensive customer service solutions to business today, empowering the customer service agent with intelligence and insight at their fingertips and making them better able to deliver personalized, proactive and speedy service and resolution.

If you would like to learn more about Microsoft Dynamics CRM, please contact us today.

The contents of this blog post are a transcription of the video: Microsoft Dynamics CRM Customer Service.

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