What Do Leading Customer Service Contact Center Solutions Have in Common?

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Once a year, Gartner uses their Magic Quadrant to compare the customer service interaction capabilities of a number of CRM solutions and rank them as leaders, challengers, niche players, or visionaries based on the completeness of their vision and their ability to execute that vision.

Once again, Microsoft Dynamics CRM has made it into the Leaders quadrant with other top names in the industry, including salesforce.com, Oracle (Siebel), RightNow, and Pegasystems.  But what sets these solutions apart from their competition as industry leaders in customer service?

According to Gartner, “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. A characteristic of a leader is that clients look to the vendor for clues as to how to innovate in customer service.”

Through 2011, 30% of organizations moving to a new platform will select a software-as-a-service (SaaS)-based solution as the core customer service desktop. 

Through 2013, customer service strategies will be directed by the following four initiatives:

  • Tying together service interaction channels
  • Integrating social CRM capabilities (by 2013, at least 35% of customer service centers will integrate some form of community/social capabilities as a part of the contact center solution)
  • Analyzing the customer experience
  • Applying business rules and knowledge in real time

The CRM solutions in the Leaders quadrant have strategies in place to address each of these initiatives and serve clients looking for a SaaS deployment for their customer service software. 

What Makes Microsoft Dynamics CRM a Customer Service Contact Center Leader?

Microsoft Dynamics CRM Online is the full-featured SaaS alternative to Microsoft’s on-premise CRM solution.  Both Microsoft Dynamics CRM Online and Microsoft Dynamics CRM (on-premise) leverage “Accelerators” to extend the core product’s functionality at no additional cost to users. 

The Social Networking Accelerator for Microsoft Dynamics CRM was released in October 2009 and enables users to monitor and analyze customers’ conversations on social networking sites, thereby providing real-time status updates about their products and services. The initial release of the accelerator delivers integration with Twitter; other networks will be introduced in future releases.

This week, Microsoft announced the upcoming release of the Customer Care Accelerator for Dynamics CRM. This new accelerator helps provide a consistent customer service experience by combining data elements from disparate applications such as mainframes, databases, or Websites for display in a single user interface. By gaining quick and easy access to information, agents are empowered to provide more efficient service, thereby improving overall customer satisfaction and helping to preserve or increase the bottom line.

It is clear that Microsoft is committed to providing meaningful solutions to the issues facing customer service organizations through enhancing the service capabilities Microsoft Dynamics CRM.  That is why Microsoft Dynamics CRM is a Customer Service Contact Center Leader!

By Socius, an Ohio-based Microsoft Dynamics CRM Partner

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