Microsoft is named a Leader in the 2024 Gartner® Magic Quadrant™ for CRM Customer Engagement Center
Microsoft has been named a Leader in the 2024 Gartner Magic Quadrant for CRM Customer Engagement Center. This recognition highlights Microsoft's comprehensive AI-powered omnichannel capabilities and commitment to rapid AI innovation. Microsoft Dynamics 365 Customer Service is helping organizations deliver fast, personalized experiences in every engagement channel. The introduction of Microsoft Copilot in Customer Service has empowered service reps to handle routine tasks and focus on high-value engagements. Lenovo has seen a 15% improvement in service rep productivity and a 20% reduction in average handling time by using Copilot. Apollo, a major tour operator, is using Copilot to enhance the customer experience and provide tailored answers to customer inquiries. Microsoft is also introducing AI agents in Copilot to transform operations and enhance customer service.
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