With the continued success of Microsoft Dynamics CRM, one wonders how the company can continue to provide innovative products and dominate the CRM market? TEC principal analyst P.J. Jakovljevic talks with the CRM product manager on how the product’s lesser-known facts, including new social collaboration and customer service capabilities, meet customers’ changing needs and sustain the product’s stronghold of the CRM market.
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KM, interactive voice response (IVR), computer telephony integration (CTI), etc.? DP : Microsoft Dynamics CRM meets the changing expectations of customers with a service solution that is robust and flexible. It includes the following capabilities: Service Scheduling: Managing field service appointments, facilities, and resources with the powerful unified service scheduling feature. Streamlined Case Management: Taking advantage of intuitive case management capabilities to streamline case creation,