Microsoft Named as a Leader in Customer Service Solutions

Following a thorough evaluation of some of the most popular customer service solutions on the market, Forrester has recognised Microsoft as a leading customer service solution provider. 

The author of this page: Rachael Kavanagh
Rachael Kavanagh, Marketing Executive Apr 16, 2024

A recent report by Forrester outlined the findings of a detailed 39-criterion analysis of customer service solution providers, highlighting Microsoft as a leader with its robust customer service solution Dynamics 365 Customer Service. The analysis involved a deep dive into a wide range of criteria from the capabilities and innovation of the current offering and wider vendor strategy to the strength of the solution's market presence. As well as receiving strong scores across these areas, Microsoft was praised for other key aspects of its customer service solution, outlined below. 


The Forrester report recognised Microsoft’s efforts to empower workers with artificial intelligence (AI) to optimise business efficiency. Microsoft’s AI-powered assistant, Copilot has recently been integrated with D365 Customer Service, providing customer service workers with real-time AI-driven assistance to boost productivity and enhance the efficiency of customer service teams. Copilot automates mundane tasks like searching for information and note-taking, enabling customer service agents to focus on more complex tasks and meaningful interactions with customers. Copilot also facilitates AI-driven conversations, pulling customer data from your organisation’s database to help agents understand the query and personalise responses accordingly, rapidly accelerating problem solving in customer service teams. Copilot empowers customer service workers with accessible AI and automation tools at their fingertips to reduce manual processes, foster productivity and streamline customer support. Infusing customer service solutions with AI enables agents to focus on more value-add interactions and tasks, elevating the overall customer experience. 

Platform Unity 

Forrester also acknowledged Microsoft’s success in creating unified business solutions. All Microsoft solutions, including D365 Customer Service, are part of a digital ecosystem that offer seamless integration with one another, as well as with a vast range of partner solutions. This means businesses can create a cohesive business platform that facilitates seamless workflows, promotes collaboration and supports productivity. 

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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