The Forrester Wave™: Customer Service Solutions, Q2 2019
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, analyzed, and scored them. Microsoft is positioned in the Strong Performers band, with Forrester noting, “ Microsoft is the only vendor that provides hardware, software, and internet-of-things (IoT) platforms to enable end-to-end customer service.”
The Total Economic Impact™ of Microsoft Dynamics 365 Finance and Operations
Microsoft commissioned Forrester Consulting to examine the TEI of Dynamics 365 Finance and Operations on seven organizations who adopted it to replace their aging, siloed ERP systems, and to develop a financial model based on their findings to quantify the key benefits of this upgrade.
Mega Vendors Use AI To Change The CRM Game
Forrester examines the major vendors offering AI in the CRM landscape including Microsoft. The April 2018 report notes, “Unlike its competitors, Microsoft has been building out an AI platform agnostic of its business applications for years. Its AI platform, built on Microsoft Azure, makes machine-learning, cognitive, and bot services available that businesses can leverage to create their own applications or connect to Dynamics 365… Microsoft's greatest depth is in its library of AI solutions designed specifically for sales and customer service.”
IDC MarketScape: Worldwide SaaS and Cloud-Enabled Operational ERP Applications
The IDC MarketScape positions Microsoft as a Major Player for Worldwide SaaS and Cloud-Enabled Operational ERP Applications. The IDC MarketScape notes that “Digital transformation (DX) is fundamentally changing enterprise resource planning (ERP) applications — allowing businesses to transform their decision making, which is enhancing their business outcomes significantly in the digital economy. Digital transformation is an enterprise wide, board-level strategic reality for companies wishing to remain relevant or maintain or enhance their leadership position in the digital economy.”
Nucleus Research ERP Technology Value Matrix
Nucleus Research recognized Microsoft Dynamics 365 as a Leader in their ERP Technology Value Matrix, in which they assessed more than twenty Enterprise Resource Planning (ERP) solutions on functionality and usability.