Microsoft Rolls Out Dynamics CRM 2016 with Analytics Features

The 2016 version of Microsoft Dynamics CRM is designed to help sales, marketing and customer service professionals not only better understand but better predict what their customers need, and to deliver that information in as personalized a way as possible.

Described by Microsoft as its "most comprehensive CRM release to date," Microsoft Dynamics CRM 2016 has been enhanced with Cortana's analytics and machine-learning smarts, and also provides new levels of integration with Microsoft's other productivity tools to deliver more seamless experiences for users across a wide range of tasks.

Dynamics CRM 2016 is available both online and on-premises, across 44 languages and in 130 markets. The updated offering aims to help companies apply intelligence to customer interactions, according to Jujhar Singh, who recently took over the Dynamics CRM general manager position left vacant by Bob Stutz, who moved to Salesforce.

Microsoft's latest release is the result of several years of efforts to transform its CRM offerings to become more proactive, personalized and predictive, Singh said. Dynamics CRM 2016 also adds new field service capabilities provided through the company's recent acquisition of FieldOne.

'Know Customer Needs Before They Do'

"The new release is not only our most comprehensive ever, but it also represents a huge leap forward in our journey to deliver intelligent customer engagement," Singh wrote Monday in a blog post announcing the availability of Dynamics CRM 2016. "We're bringing all Microsoft has to offer in productivity and intelligence into a single experience."

Backed by the analytics and machine-learning capabilities of the Cortana Analytics Suite, Dynamics CRM 2016 can recommend intelligence-driven cross-sell opportunities, knowledge articles and other relevant content to help service reps "know what the customer needs and wants before they do," Singh said. For example, it can analyze social posts to help reps better understand a customer's sentiments and service...

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