Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center

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class="single__byline pt-4 small text-light-blue"> <ul class="d-inline m-0 list-inline"> <li class="list-inline-item"><span>By</span> <a class="text-light-blue" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/author/jeff-comstock/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="Jeff Comstock" data-bi-ct="author link">Jeff Comstock,</a> Corporate Vice President, Dynamics 365</li> </ul> </div> </div> </div> </div> </div> </header> </div> </div> <div class="clearfix bg-body pb-5 pt-md-5 pt-4"> <div class="single__meta" data-bi-an="Rail"><time class="single__date single__meta-title text-neutral-600 font-weight-bold d-block pb-3 small" datetime="2023-11-07T08:00:00-08:00"> November 7, 2023 </time> <ul class="single__share d-inline-flex pb-3 list-inline mb-0 align-middle" data-bi-an="Social Share"> <li class="list-inline-item mx-0"><a class="d-flex" aria-label="Share on Facebook" data-bi-cn="Share on Facebook" 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data-bi-cn="Dynamics 365 Customer Service" data-bi-ct="cta link"> Dynamics 365 Customer Service </a></li> <li><a class="btn text-inverse btn-sm font-weight-normal" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/product/dynamics-365-customer-voice/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="Dynamics 365 Customer Voice" data-bi-ct="cta link"> Dynamics 365 Customer Voice </a></li> </ul> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-content-type"> <li class="font-weight-bold single__meta-title small js-hidden" data-type="label">Content type</li> <li><a class="btn text-inverse btn-sm font-weight-normal" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/content-type/analyst-reports/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="Analyst reports" data-bi-ct="cta link"> Analyst reports </a></li> </ul> <ul class="single__tags list-unstyled mb-lg-4" data-bi-an="post-topic"> <li class="font-weight-bold single__meta-title small js-hidden" data-type="label">Topic</li> <li><a class="btn text-inverse btn-sm font-weight-normal" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/topic/ai/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="AI" data-bi-ct="cta link"> AI </a></li> <li><a class="btn text-inverse btn-sm font-weight-normal" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/topic/collaboration/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="Collaboration" data-bi-ct="cta link"> Collaboration </a></li> </ul> </div> </div> <div class="single__content" data-bi-an="Blog Body"> <p>The world has changed rapidly since generative AI first attracted mainstream popularity in late 2022. Standing behind our company mission to empower every person and every organization on the planet to achieve more, Microsoft made a once-in-a-generation strategic shift by introducing generative AI capabilities that we refer to as Copilot, designed to revolutionize every Microsoft Cloud experience. From empowering knowledge workers and transforming business processes to enabling anyone to create low-code and no-code solutions, we’re delivering Copilot capabilities that work alongside you, embedded in applications that millions of people use every day. One area we are truly excited about is how the customer service experience will be transformed by this new era of Copilot experiences.</p> <p>Successful service engagements are no longer measured solely on whether a customer issue is resolved. The latest benchmark for service organizations is based on delivering personalized, fast service experiences at every touchpoint through all engagement channels. The most successful service organizations differentiate themselves by building long-term customer loyalty and transforming operations with modern, AI-enhanced capabilities across all service processes and interactions. These differentiators are what continue to propel Dynamics 365 Customer Service. </p> <div class="wp-block-msxcm-cta-block theme-dark" data-moray data-bi-an="CTA Block"> <div class="card d-block mx-ng mx-md-0"> <div class="row no-gutters bg-gray-800 text-white"> <div class="d-flex col-md"> <div class="card-body align-self-center p-4 p-md-5"> <h2>2023 Gartner Magic Quadrant for CRM Customer Engagement Center</h2> <div class="mb-3"> <p>Microsoft has been recognized as a Leader</p> </div> <div class="link-group"><a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://www.gartner.com/reprints/?id%3D1-2ERUVYSL%26ct%3D230822%26st%3Dsb" class="btn btn-link text-decoration-none p-0 text-light-blue"> <span>Read the report</span> <span class="glyph-append glyph-append-chevron-right glyph-append-xsmall"></span> </a> </div> </div> </div> <div class="col-md-4"><img decoding="async" width="600" height="900" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2023/09/Office-worker.jpg" class="card-img img-object-cover" alt="An employee smiling and leaning against a wall." srcset="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/09/Office-worker.jpg?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 600w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/09/Office-worker-200x300.jpg?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 200w" sizes="(max-width: 600px) 100vw, 600px"> </div> </div> </div> </div> <p>It is with great pride that Microsoft has been recognized as a Leader within the 2023 Gartner Magic Quadrant for CRM Customer Engagement Center. We believe this placement recognizes Microsoft’s continued rapid pace of innovation and our customers’ success using our service as well as our broader end-to-end CRM (customer relationship management) solutions and cloud functionality.  </p> <figure class="wp-block-image size-large is-resized"> <img decoding="async" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-926x1024.webp" alt="" class="wp-image-187849 webp-format" style="width:624px;height:626px" srcset="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-926x1024.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 926w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-271x300.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 271w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-768x849.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 768w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-1389x1536.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 1389w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-1852x2048.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 1852w" data-orig-src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2023/11/MQ-for-CRM-CEC-926x1024.webp"> </figure> <p>Gartner defines CRM customer engagement center (CRM-CEC) as a cohesive set of software built around core case management tools used to provide customer service and support by engaging with customers, while intelligently orchestrating the processes, data, systems, and resources of an organization. CRM-CEC applications also offer workflow management capabilities and may be used as a system of record for customer interactions.</p> <h2 class="wp-block-heading">What is customer service modernization?</h2> <div class="wp-block-msxcm-kicker-container"> <div class=" wp-block-msxcm-kicker-block wp-block-msxcm-kicker--align-left" data-bi-an="Kicker Left"> <p class="wp-block-msxcm-kicker__title small text-neutral-400 text-uppercase">Dynamics 365 Copilot</p><a class="wp-block-msxcm-kicker__cta btn btn-link p-0 text-decoration-none" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/bdm/2023/09/07/from-microsoft-to-global-brands-dynamics-365-copilot-is-helping-transform-customer-experiences-across-service-sales-and-marketing/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB"> <span>Read more</span> <span class="glyph-append glyph-append-xsmall wp-block-msxcm-kicker__glyph glyph-append-chevron-right"></span> </a> </div> </div> <p>By harnessing the power of data, AI, automation, and collaboration, customer service modernization enables service organizations to deliver an end-to-end, flexible service platform for transforming operations, driving greater efficiency, and generating outcome-based value for customers. Service agents are empowered with AI Copilot experiences and automation to help fuel collaboration and productivity for delivering world-class customer service at scale. That way, their customers can engage in their terms, at their optimal times, and on their channels of choice.</p> <h3 class="wp-block-heading">Lufthansa Cargo manages record-breaking growth with a “360-degree view of the customer”</h3> <p>Take, for example, <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://customers.microsoft.com/en-us/story/1523703341361466078-lufthansa-cargo-travel-transportation-dynamics-365" target="_blank" rel="noreferrer noopener">Lufthansa Cargo</a>, one of the world’s leading companies in airfreight transportation. The company transports shipments to nearly 300 destinations in more than 100 countries with speed, efficiency, and care. Experiencing record-breaking growth and with ambitious innovation goals on the horizon, the organization needed a more advanced and centralized way to manage its customer service and sales information.  </p> <p>An aging system had left Lufthansa Cargo with siloed information, duplicated data, and limited functionality. The organization embarked on a CRM migration project with a clear goal in mind: to replace their outdated system with something more streamlined, efficient, and accessible. They built a new CRM platform powered by<a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://dynamics.microsoft.com/sales/overview/" target="_blank" rel="noreferrer noopener"> Microsoft Dynamics 365 Sales</a>, <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://dynamics.microsoft.com/customer-service/overview/" target="_blank" rel="noreferrer noopener">Dynamics 365 Customer Service</a>, and <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://dynamics.microsoft.com/customer-voice/overview/" target="_blank" rel="noreferrer noopener">Dynamics 365 Customer Voice</a> to pull all their information and communication channels into a single location.</p> <p>With the new solution, sales and customer service teams have centralized access to all customer information and their related shipments, as well as proactive suggestions that empower them to provide standout sales and service to customers.  </p> <h3 class="wp-block-heading">Xiaomi improves its customer service and post-sales supply chain management</h3> <p>Another great example of customer service transformation is <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://customers.microsoft.com/en-us/story/1649855344411007012-xiaomi-consumer-goods-dynamics-365-power-platform" target="_blank" rel="noreferrer noopener">Xiaomi</a>, a China-based electronics company that manufactures mobile phones, tablets, and smart home devices sold in more than 100 markets. As Xiaomi expanded into overseas markets, it used siloed service tools and channels instead of an integrated service platform. This created challenges with providing consistent customer service experience across countries.  </p> <p>As Xiaomi experienced rapid growth and expansion, its self-developed, fragmented customer service system struggled to keep up with the massive demand for human resources and time. The system’s third-party apps were completely independent of one another, so users were required to communicate information via phone and instant messaging. Customer service teams received customer requests from different channels, queried information in different systems, and then returned to the corresponding channel system for feedback. </p> <p>To address these challenges, Xiaomi decided to build a unified CRM platform on Dynamics 365 Customer Service to support multi-language capabilities, compliance, and unified management levels. The new system covers 34 countries and supports 19 languages and provides a unified workbench for multiple communication channels (online, email, social media) and for financial processes, data integration, and security authentication. </p> <h2 class="wp-block-heading">The bottom line</h2> <p>Microsoft is continuously evolving to meet the customers where they are with a generative AI-powered platform that leverages the conversational and transactional data generated by an all-in-one customer engagement solution. Microsoft Dynamics 365 Customer Service can help you transform your service organization with differentiated, best-in-class service experiences that offer enhanced productivity and collaboration to help agents increase their efficiency. That way, agents can focus on delivering more cutting-edge service experiences by harnessing available data and using the power of generative AI to deliver consistent, personalized customer experiences, maximize their productivity, and optimize service operations. And with our comprehensive service platform that includes automation, knowledge management, collaboration, and more, you can streamline case management, enable more personalized service, and get a clear, 360-degree view into how your service organization is performing. </p> <p>We’re excited to be positioned as a Leader in the Gartner Magic Quadrant and are committed to bringing you a comprehensive, flexible, and secure platform for providing efficient and effective customer service engagements. You can depend on the multidimensional capabilities of Dynamics 365 Customer Service to empower you to provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels. </p> <h2 class="wp-block-heading">Next steps</h2> <p>Read the <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://www.gartner.com/reprints/?id%3D1-2ERUVYSL%26ct%3D230822%26st%3Dsb">2023 Gartner Magic Quadrant for CRM Customer Engagement Center report</a>.</p> <p>Learn more about:</p> <ul class="wp-block-list"> <li><a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://dynamics.microsoft.com/customer-service/overview/" target="_blank" rel="noreferrer noopener">Dynamics 365 Customer Service</a></li> <li><a href="https://www-microsoft-com.translate.goog/ai/dynamics-365-ai?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" target="_blank" rel="noreferrer noopener">Dynamics 365 AI</a></li> </ul> <hr class="wp-block-separator has-alpha-channel-opacity"> <p>Gartner, Magic Quadrant for the CRM Customer Engagement Center, Pri Rathnayake, Wynn White, Drew Kraus, 1 November 2023.</p> <p>Gartner is a registered trademark and service mark and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved </p> <p>This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://www.gartner.com/reprints/?id%3D1-2ERUVYSL%26ct%3D230822%26st%3Dsb">this link</a>. </p> <p>Gartner does not endorse any vendor, product, or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.</p> <div class="single__author-byline mt-5 border-top" data-bi-an="Author Bio"> <div class="row mt-5"> <div class="col col-12 col-md-3"> <div class="author__avatar rounded-circle embed-responsive embed-responsive-1by1"> <div class="embed-responsive-item"><img width="170" height="170" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff.jpg" class="avatar avatar-170 photo border-radius-round wp-post-image" alt="Jeff Comstock headshot." srcset="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 200w,https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/wp-content/uploads/2019/10/Jeff-150x150.webp?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB 150w" sizes="(max-width: 170px) 100vw, 170px"> </div> </div> </div> <div class="col col-12 col-md-9 pt-2 pt-md-0"> <div class="author__info-meta text-center text-md-left"> <div class="author__info-name h5 mb-2" itemprop="name"> Jeff Comstock </div> <div class="author__info-title small pt-0" itemprop="jobTitle"> Corporate Vice President, Dynamics 365 </div> <div class="d-inline-flex my-3" data-bi-an="Social Share"><a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://www.linkedin.com/in/jeffcom/" target="_blank" rel="noreferrer noopener" class="d-flex action-trigger mr-2" aria-label="Follow on LinkedIn" data-bi-bhvr="126" data-bi-type="social-follow"> <span class="social-share__icon" aria-hidden="true"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" viewbox="0 0 24 24"> <path fill="#0067B8" d="M19.884 20.283h-3.45v-5.535c0-1.305-.038-3.005-1.783-3.005-1.783 0-2.092 1.423-2.092 2.926v5.614h-3.45V8.936h3.294v1.542h.04a3.54 3.54 0 0 1 3.294-1.819c3.488 0 4.147 2.372 4.147 5.417zM5.194 7.393c-1.124 0-2.016-.909-2.016-2.055s.892-2.056 2.016-2.056 2.015.91 2.015 2.056-.891 2.056-2.015 2.056Zm1.744 12.89H3.45V8.936H6.9v11.347zM21.628 0H1.706C.775 0 0 .751 0 1.7v20.402c0 .95.775 1.74 1.705 1.7H21.59c.93 0 1.705-.75 1.744-1.7V1.7c0-.949-.775-1.7-1.706-1.7" /> </svg></span> </a> </div> </div> <div class="author__info-meta pt-3 pt-md-0"> Jeff Comstock is the Corporate Vice President of Dynamics 365 Customer Service at Microsoft. He leads the global product teams delivering Microsoft's all-in-one digital contact center, which includes core applications, engagement channels, and unified routing—all infused with AI. Utilizing his more than two decades of Microsoft product development leadership experience, Jeff consistently sets the pace for the next generation of customer service products. </div><a class="author-link cta font-weight-normal base mt-3" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/author/jeff-comstock/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB" data-bi-cn="See more articles from this author" data-bi-id="85281" data-bi-ct="cta link" rel="author" aria-label=" See more articles from Jeff Comstock "> See more articles from this author </a> </div> </div> </div> <aside id="comments" class="comments mt-5 pt-5 border-top"> <div id="comments-loaded"> <ol class="comment-list list-unstyled d-flex flex-column flex-gap-5"> <li> <div class="comments-closed alert alert-warning"> Comments are closed for this post. </div> <div class="start-a-discussion my-4" data-bi-an="global cta"> <p>We're always looking for feedback and would like to hear from you. Please head to the <a href="https://translate.google.com/website?sl=pl&tl=de&hl=en-GB&u=https://community.dynamics.com/" target="_blank" title="(Opens in new window)">Dynamics 365 Community</a> to start a discussion, ask questions, and tell us what you think!</p> </div></li> </ol> </div> </aside> </div> </div> <section class="single__related" data-bi-an="Related Articles"> <div class="container"> <h2 class="single__related-heading h3 mb-md-5 mb-3">Related posts</h2> <ul class="single__related-posts list-unstyled row row-cols-1 row-cols-sm-2 row-cols-lg-4"> <li class="col d-flex"> <article id="post-192481" class="card card--related material-card is-entire-card-clickable post-192481 post type-post status-publish format-standard has-post-thumbnail hentry tag-ai tag-business-applications-launch-event tag-copilot tag-power-platform product-dynamics-365-business-central product-dynamics-365-commerce product-dynamics-365-contact-center product-dynamics-365-customer-service product-dynamics-365-field-service product-dynamics-365-finance product-dynamics-365-project-operations product-dynamics-365-sales product-dynamics-365-supply-chain-management product-microsoft-365-copilot-for-finance product-microsoft-365-copilot-for-sales product-microsoft-365-copilot-for-service product-microsoft-supply-chain-center content-type-news-and-product-updates topic-ai audience-business-leader ms-author-author-6197 review-flag-1593580412-535 review-flag-2-1593580434-938 review-flag-ai-driven-ai-driven review-flag-new-1593580245-522" data-bi-an="Related Article"> <div class="embed-responsive embed-responsive-16by9"> <div class="card__image-link" data-bi-cn="2024 release wave 2 launches with hundreds of Copilot capabilities" data-bi-id="192481" data-bi-ct="image link" data-bi-tn="related-card"><img width="300" height="169" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/10/D365_Blog_Lifestyle_Abstract-13_1260-300x169.webp" class="card-img embed-responsive-item img-object-cover wp-post-image" alt="Abstract design incorporating a close-up image of a side of a building, against a dark blue background." loading="lazy"> </div> </div> <div class="card-body p-4"> <div class="card__meta"> <div class="card__date"><span class="sr-only">Published</span>Oct 29 </div> <div class="card__read-time"> 5 min read </div> </div> <h3 class="h5"><a class="card__link" data-bi-ct="title link" data-bi-cn="2024 release wave 2 launches with hundreds of Copilot capabilities" data-bi-id="192481" href="https://www-microsoft-com.translate.goog/en-us/dynamics-365/blog/business-leader/2024/10/29/2024-release-wave-2-launches-with-hundreds-of-copilot-capabilities/?_x_tr_sl=pl&_x_tr_tl=de&_x_tr_hl=en-GB"> <span>2024 release wave 2 launches with hundreds of Copilot capabilities</span> <span class="glyph-prepend glyph-prepend-small glyph-prepend-chevron-right" aria-hidden="true"></span> </a></h3> </div> </article></li> <li class="col d-flex"> <article id="post-192390" class="card card--related material-card is-entire-card-clickable post-192390 post type-post status-publish format-standard has-post-thumbnail hentry tag-ai tag-business-applications-launch-event product-dynamics-365-business-central product-dynamics-365-contact-center product-dynamics-365-customer-service product-dynamics-365-field-service product-dynamics-365-finance product-dynamics-365-project-operations product-dynamics-365-sales product-dynamics-365-supply-chain-management product-microsoft-365-copilot-for-finance content-type-news-and-product-updates audience-business-leader ms-author-author-6236 review-flag-free-1593619511-304 review-flag-new-1593580245-522 review-flag-publi-1593580758-917" data-bi-an="Related Article"> <div class="embed-responsive embed-responsive-16by9"> <div class="card__image-link" data-bi-cn="Transform work with autonomous agents across your business processes" data-bi-id="192390" data-bi-ct="image link" data-bi-tn="related-card"><img width="300" height="169" src="https://www.microsoft.com/en-us/dynamics-365/blog/wp-content/uploads/2024/10/10.17-FI-and-social-300x169.jpg" class="card-img embed-responsive-item img-object-cover wp-post-image" alt="A screenshot from the Dynamics 365 sales hub showing open leads. 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Microsoft is named a Leader in 2023 Gartner® Magic Quadrant™ for the CRM Customer Engagement Center - Microsoft Dynamics 365 Blog