Improved social tracking and Parature integration come to Dynamics CRM

Rebecca Lambert
Rebecca Lambert
By Rebecca Lambert on 18 March 2015
Improved social tracking and Parature integration come to Dynamics CRM

At Convergence this week, Microsoft revealed more details about its Spring ’15 release of Dynamics CRM, which it says it will be making available to customers by the end of Q2 this year.

The latest version of the company’s customer relationship management solution will include a number of new features such as a social centre where marketing, sales and service teams can monitor social topics and engage directly with social communities; text mining, cloud visualisation and an activity map for tracking social media; and updated mobile scenarios to make it easier to use Dynamics CRM on mobile devices.

In addition, the Spring ‘15 release marks the start of Parature’s integration with Dynamics CRM for knowledge management. This means that customer service agents will have knowledge integrated into their daily service interactions out of the box.

Speaking during the Convergence keynote, Kirill Tatarinov, executive vice president of Microsoft Business Solutions, said that the new release “delivers amazing business process innovation, performance, productivity, (and) deep integration with Office.”

At the event, Microsoft also announced that it has acquired IP from Fusion Software, which has enabled it to add ‘voice of the customer’ capabilities to Dynamics CRM. Using rule-based, multi-channel enterprise feedback management capabilities, companies will be able to make better use of customer feedback from surveys and focus groups, for example, and include that information in their service, sales and marketing activities.

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