• June 2, 2014

Microsoft Updates Dynamics CRM

Just days after a blockbuster deal with Salesforce.com, Microsoft today announced new capabilities in marketing, customer care, and social listening as part of the Microsoft Dynamics CRM spring wave of updates in 54 markets and 42 languages.

This new release delivers a comprehensive solution that provides businesses with marketing, sales, and customer care capabilities that are seamlessly integrated with Microsoft Office 365, Yammer, Lync, Skype, SharePoint, and Power BI for Office 365.

Microsoft Dynamics Marketing gives marketers one solution that allows them to carefully plan their campaigns, deliver qualified leads to their sales teams and subsequently measure the return on their marketing investment.

In addition to the availability of Microsoft Dynamics Marketing and Microsoft Social Listening, Microsoft also released updates to Microsoft Dynamics CRM that include a new Unified Service Desk. For on-premises customers, the company delivered these new capabilities as part of the Microsoft Dynamics CRM 2013 Service Pack 1.

Microsoft is also enabling a complete range of functionality for customer service professionals as a result of its acquisition of Parature. This includes self-service capabilities being added to the multichannel capabilities coming in the new Microsoft Dynamics CRM Online update and Microsoft Dynamics CRM 2013 Service Pack 1 for on-premises customers, including the Unified Service Desk.

Microsoft further announced it plans to expand the Microsoft Dynamics CRM Online service to additional markets in Europe, Asia Pacific, and South America in the third quarter of this year. This effort begins this month with the availability of Microsoft Dynamics CRM Online in Turkey.

"Microsoft Dynamics CRM has made unbelievable progress over the last few years, and the amazing capabilities in this release deliver significant value to our customers as an important component of the Microsoft Cloud for business," said Satya Nadella, CEO of Microsoft, in a statement. "Through innovative business applications in the cloud, businesses can better meet their customers' needs and thrive in a changing world."

"In addition to enjoying the benefits of these new capabilities across marketing, sales, and service, customers can be comfortable doing business with Microsoft when it comes to their data," said Bob Stutz, corporate vice president of Microsoft Dynamics CRM, in a statement. "We focused our development efforts on understanding what our customers need to deliver amazing customer experiences. We redesigned our user interface, implemented a six-month rapid release cycle, made three acquisitions and built many new features — all culminating in the wave of releases we are bringing to market today."

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