Microsoft Dynamics CRM Ventures Into Machine Learning

Microsoft last week revealed some new details about Dynamics CRM 2016, emphasizing functionality designed to empower customer service agents. It will be released in both cloud and on-premises versions in Q4, said Bill Patterson, general manager of Microsoft Dynamics. It will be available as a standalone application or as an add-on to Office 365. Dynamics CRM 2016 will focus on three core areas: engagement center experiences, with a new interactive service hub and an enhanced Unified Service Desk; insights and information, through a native knowledge management system for CRM, analytics, and leveraging of Azure Machine Learning; and new ways to engage with customers, including working through social media. Microsoft also will tighten integration with Office 365 and Power BI, and introduce a new, low-cost employee self-service license. “This is a…

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