On the Horizon: How Does MS Dynamics Stack Up in Race to Develop New Customer Service Applications?
The customer support center of the future will be a much different animal than today’s call center and online FAQs, smoothly integrating Internet and call center functionality.
Major developers are currently racing to put these new applications together. According to Gartner, Microsoft Dynamics has a number of advantages, and disadvantages, in this race.
The analyst group says “Microsoft is working on end-to-end process support by integrating (through SharePoint and other middleware) the CRM products with, for example, Outlook, BizTalk, Exchange, MapPoint, Instand Search and Office, to foster tight integration, internal collaboration around the customer and, later, to support customer communities.”
But Gartner points to several Microsoft disadvantages, including: