As we edge closer to the beginning of the new financial year, it signals the latest bi-annual update from Microsoft on the April 2019 release features for Dynamics 365 and Power Platform.
The 396-page document details new and improved features across Sales, Marketing, Customer Service, Portal, Field Service, Project Service Automation, Finance and Operations, Microsoft’s continual investment in developing the AI capabilities within the platform and perfecting the user experience that it ultimately delivers.
The first thing to note is the introduction of the new Dynamics 365 AI for Customer Service platform. The new release joins an already established suite of artificial intelligence applications designed to streamline process efficiency and provide a solid foundation to build the perfect experience strategy. Additionally, AI for Sales is being expanded to feature new predictive forecasting and a wider variety of call intelligence capabilities.
AI for Market Insights updates and correlates search data with analytics and data mined from social media integration. The new AI for Customer Insights key offering provides a very on-brand “single-view” dashboard for statistical data and shared analytics across both human and virtual interaction agents.
The technical advancements being introduced to further enhance the powerhouse that is the Dynamics 365 for Sales module comes with a real focus on collaboration, particularly in integrating with the Microsoft Teams platform. An enhanced focus on integrating LinkedIn data and technology, allows sales reps or relationship managers to view profile information with no additional configuration and subscription required. One of the most important features being a new alert/update functionality which will allow sales and relationship managers to keep up to date on any role/company change to their key contacts within the opportunities section.
New live chat and SMS options will be available as additional support channels for direct engagement and management throughout each stage of the customer journey on Dynamics 365. This is further bolstered by a crisp new Unified Interface, that allows multi session capabilities and slick switching between sessions, screen notifications, knowledge articles, preconfigured quick replies and transfer conversation that improve the flow of the experience on the customers end.
Microsoft have continued their development of the Dynamics 365 for Marketing platform with a host of further enhancements to better combine the tools available with the power of Microsoft technology. One of the key investments from the April release is the development of actionable intelligence which allows for better delivery, building of optimised target segments and supports the effective communication strategy. The solution will continue to be integrated and extended to deliver projects more efficiently and support vertical scenarios. New APIs will better enable journeys to be linked with internal business processes and create target segments programmatically. The configurable Relationship Assistant will be a huge boost to both sales and marketing functions in determining and evaluating how best to progress with a communication strategy.
With the update comes new Power Platform capabilities which combine Microsoft Flow, Power BI and Common Data Service for apps into a true world-leading suite of tools which allow an easy and powerful collaborative integration into Dynamics 365 and Office 365. There is also a huge emphasis on improvements to the usability for data and business analysts, empowering them to build higher-quality reports, apps and workflows more easily whilst still supporting the advanced demands of enterprise and administrator requirements.
Choosing the right Dynamics Partner
Choosing the right Microsoft Dynamics partner for your customer experience project is an essential part of success. It’s vital that you select a partner experienced within your sector, who understand the nuances and challenges of your business and who has references and success models within your industry. From pre-sales scoping and needs analysis to, project and process mapping and build… all the way through to implementation and beyond, a strong partner is the primary key to success.
Redspire have particularly strong capabilities in Financial Services, FMCG, Government and Third Sector and have worked on the biggest operational challenges facing these industries today. From Small Business Banking improvements at CYBG, client and stakeholder engagement at Money Advice Service and operations and field service at Golden Charter, our expertise in Dynamics 365 and the wider Microsoft ecosystem help our clients achieve operational excellence and project delivery that improves bottom lines.