CRM systems: 2022 Release Wave 2 highlights

• Real-time customer journey orchestration
• Hyper-personalize experiences for B2B brands throughout buying journeys
• Draw your customers’ attention with the relevant touch point
• Quickly set up capture forms on your websites and get full creation process guidance with a modern editor
• Show or hide fields based on the previous user interactions with smart forms
• Plug in the channels you manage
• Set reminders to complete call to actions.

Data and AI:

Personalized content:

• Market at scale with AI and the power of data
• Combine and improve all your data in real-time
• Segments creation of up to 100M marketing contacts
• Predict customer intent by harnessing AI-driven insights
• Near-real-time customer engagement (30s response time)
• Elevate your monthly customer interactions (+3X from the former 30M contact limit)
• Develop growth sources across brands and business units with assets, resources, and results
• Use out-of-the-box campaign and data segregation capabilities to reduce compliance risk across organizational boundaries
• Assess marketing analytics at the individual region, brand, and organization levels.

• Increase the customers’ possibility to make a purchase and recommendation with codeless content variations and defined rules to target different customer types
• Target the right audience and drive improved customer experience with enhanced content variation, chosen by AI related to their profile attributes and previous interaction data
• Build segments with the easy drag-and-drop logic builder and natural language description effortlessly.

• Track leads running through the pipeline with an out-of-the-box funnel from lead generation to earned opportunities
• Assess high-performance channels, journeys, and marketing assets that contribute to revenue generation and pipeline development
• Get a common view of the seamless integration of the business pipeline with Dynamics 365 Sales.

• Propagate and guarantee winning selling strategies with a new designer for sequence creation experience
• Assign multiple sellers for different sequences at the same time and guide them to work simultaneously
• Streamline workflow relying on automation and integration
• Assign leads and opportunities to suitable sellers automatically
• Get configurable rules to distribute leads and opportunities between sales teams based on business logic
• Manage availability and capacity for a better team workload balance.

Conversation intelligence:

Reporting:

Microsoft Teams and Outlook collaboration:

• Collect data from sellers’ call recordings and Dynamics 365 Sales with conversation intelligence, analytics, and data science
• Get essential information and insights to lead your sales team proactively and wisely
• Get real-time business insights on top by capturing every customer interaction
• Seamless connectivity of customer interactions through Teams, Outlook, and Azure Communication Services
• Leverage real-time tips, analysis, and question detection during calls to get more deals.

• Get standardized reports to allow users to understand the sales application usage
• Measure your team and individuals’ performance by relying on the reporting app
• Seize the filtering parameters to help sales managers and admin users with different performance and sales usage record perspectives.

• Link and track Teams chat as activity in the timeline
• Easily find and search Dynamics 365 records in chats and emails
• Create collab spaces around sales processes for sellers
• Sellers can orchestrate activities in Teams
• Share records via email in the Dynamics 365 app for Outlook
• Leverage a secure collaboration on live business data in chat and emails

Agent experiences:

Omnichannel:

• Empower managers for key operational metrics monitoring, on-time course corrections, and maintaining high service levels
• Customizable enhanced workspace layout to deliver intuitive collaboration capabilities and to enable agents to multitask on several conversations and cases simultaneously while seamlessly switching among issues without losing context
• Provide personalized, effective, and seamless CX across any channel with productivity tools
• Take case context and conversations into consideration with auto AI suggestions for knowledge articles, similar cases, and appropriate similar cases for agents
• Save time by inserting an existing email template into agents’ emails with the new insert template feature to compose emails.
  
  

• Provide genuine and all-in-one contact centers with a seamless agent experience and valuable conversation insights
• Harness a high-productivity app that provides contextual customer identification, real-time notification, integrated communication, and more
• Enable businesses to provide effortless sign-on experiences for live chat and Power Virtual Agents bot integration
• Enable agents and admins to configure a voicemail box at the queue so customers can leave voicemails when reaching out during peak or after hours
• Admins can manage and configure rules for customer voice callback, avoiding long waiting time in the queue for customers waiting for the next agent during busy times
• Enable customers to configure agent presence, availability, and routing rules with the enterprise-grade routing and work distribution engine.
  

• Allocate incoming service requests from all channels with the CS AI models and rules combination
• Classify, route, and allocate work items with complete automation with the new routing service AI
• Get rid of the constant queue supervision and manual work distribution and seize more time on your customers
• Ensure improved utilization of agents by routing calls to those idle for the longest duration and enhance customer satisfaction and agent engagement as they can rest between calls.