Microsoft Corporation announced that Microsoft Dynamics CRM is positioned in the Leaders quadrant of the Gartner Inc. 2011 Magic Quadrant for CRM Customer Service Contact Centres, a research report that looks at CRM software for customer service representatives in the contact centre.
“Delivering a positive experience is essential for any company to retain customers and grow its business,” said Brad Wilson, general manager of Microsoft Dynamics CRM product management. “Microsoft Dynamics CRM, through its familiar, intelligent and connected experiences, gives customer service professionals a complete view of their clients, along with insightful and actionable guidance enabling them to deliver the best possible customer service.”
Continuing its commitment to deliver a comprehensive customer service solution, Microsoft recently introduced a new version of its Customer Care Accelerator (CCA) for Microsoft Dynamics CRM 2011. This accelerator is available for download to existing licensed Microsoft Dynamics CRM customers and partners, at no additional cost.
The CCA helps customer care and contact centre organizations provide a comprehensive and consistent customer service experience by combining data elements from disparate applications, such as mainframes, databases or websites, for display in a single-user interface. Targeted at IT professionals and system integrators that want to build and deploy unified desktops based on Microsoft Dynamics CRM 2011, the new CCA provides commercial technical support as a certified solution for Microsoft Dynamics CRM 2011 on-premises and cloud-based configurations, improved tooling for Microsoft Visual Studio 2010, and an extended reference scenario for use with the unified agent desktop.
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