Also takes home top honors in Customer Case Management and Contact Center Search

CRM Magazine released their 16th annual CRM Service Awards this week, and for the fourth straight year, Microsoft took the top spot in the Web Support category.

Microsoft also achieved top marks in Customer Case Management for the second year in a row, and won their first award in Contact Center Search.

Microsoft CRM web support second to none

Microsoft has dominated this category in recent years, in large part due to its powerful Azure cloud service and the company’s continued investment in cloud technology and services.

CRM Magazine analysts also pointed out that “the ability to connect data from partner platforms, such as LinkedIn, extends Microsoft’s capabilities,” offering more value to Microsoft Dynamics 365 users.

And like us, CRM Magazine is impressed with Microsoft’s direction and investment, noting that the tech giant has “doubl[ed] down on its strong community and search capabilities and expand[ed] its AI-powered elements.”

Case management matters

If you can’t keep your customers happy, you can’t keep your customers. CRM industry leaders understand that, and Microsoft is no exception, as CRM Magazine tapped Dynamics 365 for top honors in Customer Case Management for the second year running.

According to CRM Magazine analysts, Microsoft “has a unique value proposition with applications built on a modern platform fueled by AI.”

The goal, of course, is to make your customer service reps faster, smarter, and more effective. Microsoft has been pumping time and money into this AI push for years, and that commitment is paying dividends for Dynamics customers.

Contact centers getting smarter

Case management isn’t the only area where Microsoft AI investments are paying dividends. As the CRM Magazine editors point out,

…solutions today must be able to deliver the best information at the right moment proactively from across entire information ecosystems that span cloud, on-premises, and third-party data sources.

And after years of investment, Microsoft has taken top marks in contact center search capabilities, including industry-best scores in both customer satisfaction and cost, and typically high marks in direction.

The future is bright for Dynamics 365 users

As Microsoft continues to pour resources into top-notch development of their already-industry-leading business technology, it’s hard not to feel optimistic as a Dynamics user.

Over the past decade, we’ve seen Microsoft make huge leaps forward with their customer relationship management products.

The Microsoft focus on cloud technology and AI, coupled with easy integration with long-standing Microsoft Office products, has made Dynamics a clear industry leader in 2019 and for years to come.

Meanwhile, Microsoft has spared no expense in improving their once-maligned user interface, and built a strong partner network in support of their cloud applications.

All that and more means we couldn’t be more excited about the future of Microsoft Dynamics 365 or the Azure cloud.

Are you taking full advantage of Dynamics 365 in the cloud?

Microsoft Dynamics 365 offers the best cloud platform and support on the market, but if you’re still using an outdated, on-premises version of Microsoft Dynamics CRM, you aren’t reaping those benefits!

To learn more about why you should migrate your Dynamics CRM to the cloud, contact us or follow the link below!