Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center
Microsoft has been recognized as a Leader in the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center. The report highlights Microsoft's rapid pace of innovation and the success of its customers using Dynamics 365 Customer Service and other CRM solutions. Customer service modernization is crucial for delivering personalized, fast service experiences across all engagement channels. Microsoft's generative AI capabilities, known as Copilot, are designed to revolutionize the customer service experience by empowering service agents with AI-enhanced capabilities and automation. Two examples of companies benefiting from customer service transformation are Lufthansa Cargo and Xiaomi. Lufthansa Cargo centralized its customer service and sales information using Dynamics 365, while Xiaomi built a unified CRM platform to provide consistent customer service across countries. Microsoft Dynamics 365 Customer Service offers differentiated, best-in-class service experiences that enhance productivity and collaboration for service agents.
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