Microsoft once again among the leading CRM solutions

Microsoft CRM in the Leaders Quadrant of Gartner Magic Quadrant 2020

The prestigious Magic Quadrant of the international research and consulting company Gartner once again ranked the Microsoft Dynamics 365 family of solutions among the leading CRM systems in three categories: CRM Customer Engagement Center, Sales Force Automation and Field Service Management.

Every year Gartner’s Magic Quadrants evaluate leading software system vendors on a number of criteria, including solutions’ functionalities, services offered, pricing policy, awareness of the market and the needs of the customers, adaptability and ability to meet market requirements, sales strategy, overall vision and many others.

Microsoft е лидер при системите за управление на продажбите според Gartner
Sales Force Automation
Microsoft е лидер в Gartner Magic Quadrant for the CRM Customer Engagement Center 2020
CRM Customer Engagement Center
Microsoft е лидер при системите за сервизно обслужване
Field Service Management









Source: Gartner Inc.

This graphics were published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.







Software solutions for providing remarkable customer service

The Gartner Magic Quadrant for CRM Customer Engagement Center evaluates leading software solutions aimed at providing remarkable customer service and support both proactively and reactively by answering questions, solving problems and giving advice.

This year besides the core functionality of the solutions, the Quadrant emphasizes strongly on indicators such as:

  •     Unification of digital and voice touchpoints
  •     Real-time and predictive customer service analytics
  •     Proactive messaging to customers
  •     Automation using AI
  •     Internet of Things (IoT) connections and many others

Providing a unified customer experience before, during and after the purchase is a trend to which consumers and more and more companies pay increasing importance in recent years. Good customer service brings high customer satisfaction, which in turn helps build loyalty and leads to more sales. On the other hand, the lack of targeted efforts to optimize service across all communication channels can lead to a fragmented and inefficient customer experience, which may ultimately repel the highly sensitive Users 2.0. Surveys show that over 92% of customers would stop ordering from a company if they have had an unsatisfactory customer experience.

Microsoft Customer Service Solutions

Microsoft Dynamics family of business applications includes software solutions specifically designed to manage customer service, such as Microsoft Dynamics 365 Customer Service, Dynamics 365 Customer Service Insights, Dynamics 365 Field Service, Power Virtual Agents, and Power Automate.

Together, these applications provide all functionalities needed to provide a full-fledged top-level customer service. The built-in artificial intelligence (AI) allows companies to fully utilize user information. The systems support the service teams in areas such as:

  • Personalize every interaction with the customers
  • Interact with the customers on their preferred channel – telephone, chat, social network, etc.
  • Create a single consistent service experience even when transferring the customer to another service agent
  • Provide the quickest possible response to the customer’s problem or inquiry, etc.

At the same time, Microsoft Dynamics 365 CRM optimizes the internal management of service activities and helps create a database with information and solutions to common cases that enable the service team to quickly and accurately meet the high customer expectations.

Sales Force Automation software solutions

Gartner Magic Quadrant for Sales Force Automation is focused entirely on software solutions that automate sales processes and facilitate the work of sales teams. These systems are extremely important for any company, especially in the current uncertain economic environment.

Microsoft’s solutions offer a variety of functionalities that cover every aspect of the communication with potential and current customers, provide a 360-degree view of each client, and allow detailed forecasting and sales planning. At the same time, the natural integration of these systems with familiar and used office applications, LinkedIn and Power BI further facilitates and speeds up the work of sales teams, giving them everything they need to close more deals in shorter terms.


If you want to learn more about the capabilities of CRM solutions and how Microsoft Dynamics 365 can help you increase sales and offer customers remarkable personalized service, we look forward to meeting you and discussing what your business needs.

Share This

Copy Link to Clipboard