Focused on improving automation, core capabilities, and your business optimization, 2021 Release Wave 2 comes with hundreds of new features and enhancements to help your company ease processes and facilitate your work.
Enable your agents to receive customer requests, handle multi-session and apps simultaneously, and improve their workflow with productivity tools.
Boost your agents’ productivity, resolving customer issues quickly by having your chats linked to Customer Service reports utilizing embedded Microsoft Teams, collaborating with other coworkers and support experts within the organization.
Have a full context of your customers’ support history and track their inquiries, saving time and effort.
Enable your agents to generate rich, first-rate knowledge resources across engagement modalities with AI-suggested keywords and short descriptions for knowledge articles.
Your supervisors get routing diagnostics, machine classification learning-based rules (sentiment analysis and effort estimation), and upgraded historical analytics for unified routing.
Based on predictive results, get intelligent cash flow and automation in a trusted way. Empower your company’s financial operations, get predictions when customers are about to pay, forecast the ideal budget, and more.
Ensure on-time financial activities, get automated and modernized services for your daily use with upgraded usability and performance across financial dimensions, fixed assets, and year-end close.
More countries and regions are added, facilitating global financial usage. An updated configurable, no-code/low-code globalization capabilities are transformed to facilitate globalization extensibility while enabling organization-scale functionality and performance.
APIs integration and strategic partnerships that keep expanding the HCM ecosystem.
Expanded investments for the employees’ experience to enhance their workflow.
Connect your Apps through a seamless platform while reaching an enhanced application lifecycle management tooling and extensibility.
Get engaging and crucial content suggestions from your email editor. AI-based content ideas produce a set of options automatically to make your emails look more professional effortlessly.
Quickly generate segments with the new segmentation builder for leads and custom entities. Enhance your customer experience and journeys with Power Automate flows, having more advanced customization.
Connect with mobile users by sending SMS messages (Twilio and TeleSign integration). Utilize Customer Insights account-based profile data as part of your customer journeys and visualize all your customer activities chronologically in a timeline with customer interactions.
• Billing agreements with vendors
• Subcontractor resources’ prices
• Staffing subcontractor resources and insights
• Subcontracts management with vendors for projects
• Comprehensive experiences for managing subcontractors
• Subcontractor time and clear vendor invoices for payment to reconcile and review
Get more third-party call support with essential business insights. An improved Microsoft Teams and Teams message extensions and actions will also suggest contacts, allow you to set up and security, access sales records, and get automated notifications from Dynamics 365 to Teams.
Get an upgraded manager workspace for contacts and leads, accounts, visually updating deals with Kanban control, and improvement to instant filters with hierarchy and date-based filters.
Numerous LinkedIn integration enhancements and quick access to Sales Navigator.
Enhanced Auto capture to streamline activity, improved capabilities for sharing and visualizing a specific forecast, more admin controls to manage and deploy forecasts, and attribute insights to drive analytical scoring model clarity.
Save your sellers time and encourage them to close more business opportunities with quality leads and accurate data with personalized interactions.
Don’t miss a detail in your customers’ engagements with the improved mobile experience. Find, interact, generate and share CRM information effortlessly.
Follow your business’s topology, allowing your company to design its supply chain system, operating on the hybrid distributed topology. Get upgraded capabilities across asset and information management, planning, inventory, logistics, and manufacturing.
Optimize your business’ usage of available material to prevent stockout situations, keeping your business flow while anticipating and minimizing disruptions.
Enhanced discoverability, net satisfaction scores, trial experiences, and more essential efforts while integrating with third-party manufacturing execution systems and production floor execution scenarios emphasizing process industries.
• For every individual: Empower them with familiar and AI-infused insight experiences
• For every team: Empower your team with Power BI and Office 365 integration
• For every organization: Empower your organization to meet challenging needs
• Modern and unified advanced apps: Solve challenges with the necessary apps
• World-class experiences with Teams collaboration: Enhance the practice
• Microsoft Teams integration: Work seamlessly with Teams
• Power Automate Desktop: Softomotive and UI flow customer support
• Power Apps, Power BI, Dynamics 365, and Microsoft Dataverse: More than just an integration
• AI Builder: Content intelligence
• Bot configuration: Meet any organization’s individual needs
• Core authoring: Create a bot with the no-code authoring canvas with ease