Get ready for a customer-service overhaul in the next Dynamics CRM

New tools will tap machine learning and focus on increasingly digital modes of interaction Real-time dashboards in Dynamics CRM 2016 provide a unified view of an agent’s workload. Credit: Microsoft IDG News Service Nov 5, 2015 6:00 AM Microsoft’s Dynamics CRM 2016 software is just around the corner, and on Thursday the company revealed new detail about what it will include from a customer-service perspective. Two months ago, Microsoft unveiled new aspects of the customer relationship management software relating to productivity. Now it’s introducing enhancements to help agents deliver better customer service. The updated Dynamics CRM will include new capabilities in three core areas: agent experience, machine-learning intelligence and social engagement. “As organizations struggle with competitiveness around price and product, one of the things they’re looking at as an opportunity…


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