Dynamics 365 Customer Service Recognised in Gartner’s Magic Quadrant

In today’s article we explore some of the key reasons why Microsoft has just been named a leader in Gartner’s Magic Quadrant for CRM Engagement Centres. 

The author of this page: Rachael Kavanagh
Rachael Kavanagh, Marketing Executive Jan 20, 2025

Microsoft has recently been recognised as a leader in Gartner’s Magic Quadrant for CRM Engagement Centres. Gartner defines CRM engagement centres as technology suites dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating processes, data, systems and resources of an organisation. As a platform that centralises all customer service operations to deliver 360-degree view of customer journeys, Microsoft’s D365 Customer Service helps transform customer experience with the power of data, AI and automation. Factors that have contributed to Microsoft earning leading status in Gartner’s Magic Quadrant.  

Gartner’s Magic Quadrant for the CRM Engagement Centre (Source: Gartner)

Below we discuss some of the key features and benefits of the solution noted in Gartner’s Magic Quadrant. 

Innovation 

Microsoft is renowned for its continuous innovation across all its solutions, and D365 Customer Service is no exception. Microsoft updates the solution with new features multiple times a year, with Gartner highlighting Teams integration, AI capabilities, and voice and messaging as some key innovations users have seen in the past few years.  

One standout feature of D365 Customer Service is AI-powered Copilot which can carry out a wide range of tasks including searching for information, summarising content, drafting personalised emails using customer data and helping service representatives onboard quicker. By assisting with manual, routine tasks like these, Copilot helps accelerate case resolution and deliver enhanced customer service and satisfaction. As well as this, Copilot allows customer service representatives to regain valuable work hours to focus on building and strengthening customer relationships. 

Scale 

Microsoft has a presence in over 150 countries and is supported by a vast network of global and regional partners that help organisations with solution implementation and support services. This means there is a strong network of D365 Customer Service developers and solution architects available worldwide to help organisations elevate their customer service operations and enhance customer experience with the customer service platform. 

Comprehensive Customer Service Platform 

Gartner emphasised the importance of Microsoft’s recently launched Dynamics 365 Contact Centre in bringing D365 Customer Service closer to being a complete customer service technology suite by adding native contact centre as a service (CCaaS)  functionality. The platform can now leverage unified interaction and transactional process data to deliver enhanced customer self-service and assisted-service experiences. 

If you would like to learn more about Dynamics 365 Customer Service, get in touch with one of our solution specialists today. 

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