Microsoft has unveiled a set of new Microsoft Dynamics CRM capabilities, expected to be released in the second quarter of 2014. The update brings social listening capabilities, as well as personalized customer care, and smarter marketing to the company’s existing CRM suite.
Microsoft Dynamics Marketing adds marketing automation functionality to Microsoft Dynamics CRM. The new release builds on its marketing planning core and adds features that include a visual campaign designer. The capabilities will be offered in 35 markets in 10 languages.
Microsoft Dynamics CRM enhances core case management capabilities and introduces an Unified Service Desk, an application designed for call centers that allows agents to handle multiple interactions simultaneously.
Microsoft Social Listening adds the capabilities for people to analyze and act on market intelligence from social conversations, including measuring sentiment across an array of social channels, says the company. Microsoft Social Listening will be offered as part of the Microsoft Dynamics CRM Online professional licenses at no additional charge; on-premises customers can get Microsoft Social Listening for an incremental cost.
[Image courtesy: Microsoft]
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