What are Microsoft Dynamics 365 Analysts Saying?

Microsoft Dynamics 365 is a line of enterprise resource planning (ERP) and customer relationship management (CRM) products. It was released by Microsoft in 2016 as part of the Microsoft Dynamics product line. Dynamics 365 is sold in two versions, the Business Edition for small and medium-sized businesses (SMBs) and the Enterprise Edition for medium and large organizations. In July 2017, the Dynamics 365 line was repackaged; CRM applications are now called Customer Engagement Plan.

Gartner Magic Quadrant

The Magic Quadrant or Magic Quadrant is a series of market studies of the information technology sector published by the consulting firm Gartner Group. The studies are based on proprietary data and methods to show market trends such as direction, maturity and participants. Their analyzes are carried out for several specific technology sectors and are updated approximately every year.

In this post we summarize some of the latest Gartner studies for the strategic areas in which Dynamics Square specializes, such as Customer Engagement or Sales Force Automation.

In notes accompanying its 2019 Magic Quadrant, Gartner notes how digital business models, the increasing maturity of Artificial Intelligence, and connected customer service ecosystems are changing the way organizations engage with customers and manage customer service teams. It is precisely these changes in customer service that have allowed Microsoft to be included in the Leaders Quadrant of the 2019 Magic Quadrant for CRM Customer Engagement Center.

Beyond the presence of Dynamics in the Magic Quadrant, the trends highlighted by Gartner are relevant, such as

Trends in customer service in the next five years

By 2022, 70% of customer interactions will involve emerging technologies like machine learning apps, chatbots, and mobile messaging, up from 15% in 2018.

By 2023, organizations that are part of a connected digital business ecosystem will have 40% of their customer service cases initiated by partners in that ecosystem.

By 2023, customers will prefer to use voice interfaces to initiate 70% of self-service interactions with customers, compared to 40% today.

By 2025, customer service organizations that incorporate artificial intelligence into their multi-channel customer engagement platform will increase their operational efficiency by 25%.

The Microsoft Dynamics Customer Engagement platform has the following applications:

• Microsoft Dynamics 365 Sales

• Microsoft Dynamics 365 support

for Customer Service

• Microsoft Dynamics 365 for Project Automation
• Microsoft Dynamics 365 for Field Service
• Microsoft Social Engagement
• Microsoft PowerApps

AI and Sales Intelligence, keys in the automation of the sales force

According to Gartner, " over the past year, vendors have improved AI capabilities tied to data capture, predictive analytics, and relationship intelligence."

Gartner has once again positioned Microsoft as a Leader in the 2019 Magic Quadrant for Sales Force Automation, based on its comprehensive vision and ability to execute in the sales force automation market. Gartner notes of these technologies that: " Vendors improved AI for data capture, predictive analytics, and relationship intelligence in the past year."

Regarding Microsoft Dynamics, he highlights that "AI (Artificial Intelligence) allows for a comprehensive approach to the sales force, strengthening the customer experience and executing its vision of the product, expanding the integration with LinkedIn Sales Navigator with functions that other SFA providers (Automated Sales Force) do not offer.

Gartner Magic Quadrant para Field Service

Gartner has positioned Microsoft as a visionary in the 2019 Magic Quadrant for Field Service Management. He notes that "vendor positions in this Magic Quadrant reflect new customer expectations in areas such as digital helpdesk, results-based service business models, and AI-powered programming."

Among the strengths of Microsoft as a visionary company, is the execution of sales and geographic strategy. Additionally, its Azure IoT Hub-based service solutions enable automatic creation of field service work orders for corrective actions, HoloLens-based remote assistance that connects technicians with experts, and parts sourcing capabilities will help extend your efficiency.

Trends in Field Service / Field Service

According to Gartner Group, the market trends regarding Field Service for the next two years will be the following:

By 2022, more than 50% of field service providers will offer a specialized digital customer experience that enables two-way interaction and workflow initiation across multiple human and non-human channels.

By 2022, more than 60% of capital goods manufacturers will offer performance-based service contracts, up from less than 15% in 2018.

By 2022, only 30% of field service providers will be ready to implement AI-based decision support in their field service management platforms to better compete, despite strong capabilities available by then.

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