3rd Oct 2011
Microsoft is to emulate the activity feeds found in Facebook and Salesforce’s Chatter in a new release of its Dynamics CRM Online service slated for later this year.
This new release of the Dynamics CRM online service will deliver configurable real-time notifications on all important relationships and significant business events via a blended view of micro-blog posts and all interactions for a person, customer or sales opportunity.
Dynamics CRM Online will also be integrated with Office 365, Microsoft’s cloud-hosted service bundle. An new on-premises version of Dynamics CRM, based on the same code base, will follow in 2012.
Microsoft’s General Manager of Dynamics CRM, told CRM Buyer: “It will be a Facebook-style interface that allows people to communicate across the CRM system. A user can follow teams, records or accounts. This will be the first wave of social capabilities we plan to introduce over the next 14 months.”
Other new social collaboration capabilities to be included in the new release of Microsoft Dynamics CRM include micro-blogging, offering users status updates and notifications regarding business events and actions, and conversation functionality allowing users to post questions, observations, suggestions and status updates.
A new Dynamics CRM social-feed client for Windows Phone will also ship to provide read-only access to the Dynamics CRM activity feed. Microsoft officials stressed that they will allow Dynamics CRM users to turn on/off the new feeds capability.
In a statement, the company said: “We have a strategic long-term commitment to providing customers with Social CRM capabilities that enable them to manage all their relevant relationships and interactions in a way that support their business goals and also improves employee productivity. We believe our vision and strategy to deliver this functionality to be unique in the industry.
“The Q4 release of Microsoft Dynamics Online is the first step towards this comprehensive vision, and we believe will offer significant value to organizations who want to take advantage of Social CRM capabilities in a way that better connects them with customers, partners and their broader ecosystem of stakeholders while also improving productivity of their workforce,” Microsoft said.