Thunderhead releases integration of ONE Engagement Hub to Microsoft Dynamics CRM

Customer engagement platform Thunderhead has announced the availability of its customer engagement solution based on the integration of its ONE Engagement Hub with Microsoft Dynamics CRM.

In November, Microsoft teamed up with Thunderhead to build the new integrated omni-channel customer engagement solution based on Dynamics CRM and Thunderhead's ONE Engagement Hub. The joint solution is the result of that partnership.

Thunderhead makes it easier and more enjoyable for customers to do business with the companies that sell to and serve them, according to company officials. The integrated solution enables businesses to interact with their customers whenever and wherever they want. The tool connects customer insight, context and real-time journey behaviors on all digital and offline channels with customer and activity data in Dynamics CRM, officials said.

Features of the ONE Engagement Hub include:

• Journey analytics to help brands make informed and relevant decisions based on a an understanding of individual customer behavior and interactions in real-time
• More flexible, more efficient and personal communication with customers
• Enables contact center agents to understand more about customers, saving them time when solving customer needs

Companies can implement ONE to support specific customer uses, allowing them to start with high-value or urgent journeys first, then gradually expanding the solution to address other areas of the business, according to company officials. The solution is currently being piloted by several global companies from a variety of industries.

"The integration of Thunderhead and Dynamics CRM technology is a first in the market, bringing ...