Microsoft recognized as Leader in the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center

Henk-Jan van de Beek
13 Nov, 2023

In its latest Gartner Magic Quadrant for CRM Customer Engagement Center (CEC), Microsoft has been positioned as a Leader. “Having delivered many Microsoft CRM implementations across industries over the years, we can only agree on this recognition,” says Henk-Jan van de Beek, Global Director Customer Engagement at HSO.

Dynamics 365 Copilot: A Powerful AI Solution for Customer Support Teams

“Customer support and service teams in any industry experience increasing pressure, caused by higher customer expectations and often a lack of experienced resources. We see amazing opportunities for our customers to address these challenges using Dynamics 365 and Copilot and it’s exactly these strengths that Gartner acknowledges too. Gartner specifically mentions Microsoft’s strong use of (generative) AI to drive further automation, enabling autonomous knowledge management and unified customer journeys."

Increase productivity and work pleasure

Henk-Jan: "For many companies, Dynamics 365 Copilot is the easiest way to start using generative AI, at low risk but with immediate benefits. Your teams can get used to asking their Copilot the right questions, learn how to validate the outcome and they can experiment with various use cases."

"While they learn, your teams enjoy the advantages from Copilot and become more productive. They will find that they can find information much faster or for example make a solution summary for a customer or colleague within minutes versus an hour."

Transform your customer relationship management with Microsoft Dynamics 365 Customer Service & Copilot

Offer your customers true omnichannel experience

Dynamics 365 enables integration and orchestration of all customer engagement channels, creating a seamless experience across channels for your customers and a single view for your employees. Microsoft Dynamics CRM offers tools for one customer data view, conversational AI, live interaction, and self-service solutions.

Resolve more issues in less time

Copilot helps service agents search and find relevant information across the knowledge base, consisting of trusted websites and internal documents.

Improve the quality of case management and increase customer satisfaction

When your teams become more effective and it’s easier for them to find and hand-over information, it will drive better customer experiences and satisfaction.

Streamline work order management

For customer service teams that need to schedule repairs or service orders, Copilot accelerates work order creation within Outlook, streamlines planning and scheduling, and enables direct communication and alerts to customers.

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