Microsoft Named Leader in Gartner’s Magic Quadrant for CRM Customer Engagement Centre
Microsoft has just been recognised as a leader in Gartner’s 2025 Magic Quadrant for CRM Customer Engagement Centres with its innovative solution, D365 Customer Service. Today’s article outlines some of the key features that have contributed to its leading status.
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In recognition of its customer service and engagement platform strategy, Microsoft has been named a Leader in Gartner’s 2025 Magic Quadrant for CRM Customer Engagement Centre (CEC). This recognition underscores Microsoft’s evolving vision and execution in helping organisations drive smarter, faster, AI-enabled customer interactions with D365 Customer Service.
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What Does This Mean for Microsoft?
Gartner defines CRM Customer Engagement Centres as cohesive software suites built around case management and customer service workflows, designed to engage customers while orchestrating processes, data, systems and resources across the enterprise. Being positioned as a Leader in this space means Microsoft has demonstrated both strong completeness of vision and strong ability to execute with its offering, D365 Customer Service. Below, we outline some of the key reasons why Microsoft has been highlighted as a leader in this space, as noted in Gartner’s report.
AI Strategy
A well-known innovator in AI, Microsoft’s AI strategy focuses on transforming customer engagement by introducing autonomous workflows powered by AI. This approach means a shift from traditional assisted service to agentic AI-powered self-service models that aim to optimise customer service processes and deliver enhanced customer experiences. Some agentic AI features that will soon be generally available within D365 Customer Service include:
Case Management Agent – an agent that automatically creates cases, updates details, and follows up with customers to streamline case management and help accelerate case resolution.
Customer Intent Agent – an agent that analyses customer interactions to understand better how to identify and resolve problems.
Customer Knowledge Management Agent – automates the creation and updating of articles based on insights from cases, customer conversations, emails, and notes to ensure knowledge content is always accurate and up to date.
Quality Evaluation Agent – analyses service quality across both AI-led and human-assisted interactions to provide supervisors with real-time insights and practical recommendations for improvement.
Ecosystem
D365 Customer Service provides deep integration with other Microsoft solutions, including Azure, Power Platform, and Microsoft 365. This helps organisations unlock a more unified view of operations, enable seamless data flow between departments, and streamline workflows across the business.
Adaptability
Microsoft’s platform benefits from a modular architecture built on Power Platform that enables the use of low and no-code development for UI/UX design, business logic, workflows, and data services. The platform includes open APIs and SDKs, supports MCP, and offers a wide range of marketplace applications for extending solutions.
Microsoft’s recognition in Gartner’s 2025 Magic Quadrant for CRM Customer Engagement Centre is a milestone that signals that its investments in AI, unified service platforms, and global scale are being validated in the market. For organisations looking to modernise their customer engagement operations, this accolade is another reason to consider Microsoft’s offerings.
If you would like to learn more about D365 Customer Service, get in touch with one of our solution specialists today. Alternatively, you can check out our case study with Limerick City & County Council, a local authority that enhanced citizen service, improved employee experience, and streamlined case management processes with D365 Customer Service.
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