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Microsoft Announces New Capabilities For Its CRM Platform

Dynamics 365 Gains Real-Time Customer Journey Orchestration Capabilities

On March 2, 2021, Microsoft at its Ignite Virtual User Conference announced the addition of new capabilities to Dynamics 365, its CRM platform.

The new capabilities aim to allow customer experience teams to involve customers in real-time. The engagement level will depend upon the interactions taken place over marketing, sales, commerce, and services and enable the teams to win customer loyalty in a reduced time. To gain real-time customer journey arrangements, the teams will use Artificial Intelligence and create personalized experiences over various touchpoints. This will enable the organizations to earn customer trust. 

Real-Time Survey Among New Additions

Microsoft is also updating the Dynamics 365 Customer Voice with real-time survey capabilities. As a part of Dynamics 365 Marketing, businesses will be able to create automated campaigns according to the survey-reports.

The new additions can access deeper insights from eco-system-wide data and new destinations like Microsoft Advertising and even third-party services.

The other updates from the conference include:

  • Introduction of Microsoft Dynamics 365 Intelligent Order Management, allowing organizations to organize fulfillment and automate it with a rule-based system.
  • Tighter collaboration between Dynamics and Microsoft Teams to make it easy to interact and collaborate from one workspace.
  • Introduction of a new team to help sellers use Teams chat directly in Dynamics 365 sales

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