Forrester: Microsoft Leads In Record-Centric Customer Service Management Software

Forrester’s latest research focusses on Record-Centric CSM …

Microsoft Dynamics CRM, which delivers sufficient customer service capabilities at a low cost, has emerged as a leader among customer record-centric products. Although not as functionally rich in core customer service capabilities, Microsoft compensates through its architecture, integration, usability, and business strategy. The product shines in its ability to support agents through phone agent, blended agent, and agent collaboration tools — all of which sit on top of a solid workflow engine. In the future, look for Microsoft to exploit its Customer Care Framework (CCF), a modular XML Web Services architecture for rapid development and deployment of contact center solutions.

Link to Microsoft Leads In Record-Centric Customer Service Management Software

Peter de Haas
Peter de Haas

Peter is gedreven door de eindeloze mogelijkheden die technologische vooruitgang biedt. Met een scherp oog voor het herkennen van oplossingen waar anderen slechts problemen zien, is hij een expert in digitale transformaties. Peter zet zich met volle overgave in om individuen, teams en organisaties te begeleiden bij het ontwikkelen van nieuwe vaardigheden en het implementeren van innovatieve oplossingen.

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