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.

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