In Forrester’s 33-criterion evaluation of customer service solution providers, they identified the 12 most significant ones — Appian, bpm’online, Freshworks, Microsoft, Oracle, Pegasystems, Salesforce, SAP, ServiceNow, SugarCRM, Verint, and Zendesk — and researched, analysed, and scored them. Microsoft is positioned in the Strong Performers band, with Forrester noting, “ Microsoft is the only Supplier that provides hardware, software, and internet-of-things (IoT) platforms to enable end-to-end customer service.”
Microsoft commissioned Forrester Consulting to examine the TEI of Dynamics 365 Finance and Supply Chain Management on seven organisations who adopted it to replace their ageing, siloed ERP systems, and to develop a financial model based on their findings to quantify the key benefits of this upgrade.
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