Microsoft announced that Microsoft Dynamics CRM has been positioned in the Leaders quadrant of the 2010 Magic Quadrant for CRM Customer Service Contact Centers. In this research report, Gartner Inc. looks primarily at the first layer: CRM business applications for customer service interactions. Microsoft also introduced the Customer Care Accelerator for Microsoft Dynamics CRM. The new accelerator helps customer care and contact center organizations provide a consistent customer service experience by combining data elements from disparate applications such as mainframes, databases or Web sites for display in a single user interface. The quick ease of access to information helps agents provide efficient service, which in turn helps improve overall customer satisfaction; and, as a corollary benefit can help to preserve or increase profit margins. As with all CRM Accelerators, Customer Care Accelerator is available at no additional cost to current Dynamics CRM customers and partners. Accelerators can be deployed as packaged extensions to Dynamics CRM or, in the case of the Customer Care Accelerator, can be used to help develop new solutions, enabling organizations to customize Dynamics CRM to meet their specific business needs.
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