In 2024, Microsoft has outlined key investments and updates planned for Dynamics 365 CRM this year. 

These enhancements promise to unlock the next level of productivity, intelligence, and seamless experiences for customer-facing teams.

Let us look at 5 updates for Dynamics 365 CRM that organizations should be aware of to maximize its value. 

Understanding these developments will help firms prepare to take advantage of upgrading skills, processes, and integrations. 

Let's examine how each of these investments will empower teams to drive closer customer engagement and faster growth.

1) Enhanced Voice Capabilities

Dynamics CRM Solutions India will integrate Dynamics 365 CRM with Azure Cognitive Services to enable advanced voice features. Key capabilities include:

  • Voice commands using natural language - Sales reps can update records, log calls, and perform other CRM tasks by simply speaking to the system.
  • Voice bots for customer service - Intelligent bots integrated with CRM can handle routine customer queries and conversations using voice interfaces.
  • Voice analytics and insights - Conversion of call recordings to text and sentiment analysis will give insights to enhance customer interactions.

With enhanced voice features, Dynamics 365 CRM can deliver next-gen conversational CRM experiences in 2024. This creates an omnichannel, human-like customer engagement platform.

Another key feature is the addition of intelligent voice bots that can handle customer inquiries automatically through phone calls and voice assistants. 

The bots utilize AI and machine learning to understand customer questions and respond with relevant information or resolutions. 

For common repetitive queries, the voice bot itself can resolve them without human assistance. For more complex queries, it can route the call to a live agent. 

The bot interactions are also logged within the CRM system for consistency. 

2) Expanded AI Capabilities  

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Microsoft is embedding more AI and automation features across its stack, including Dynamics 365 CRM Company. Key AI capabilities coming to Dynamics 365 CRM include:

  • Predictive lead scoring - The system can automatically score leads based on different parameters to identify and prioritize high-potential leads.
  • Intelligent document processing - Documents such as invoices, contracts, etc. can be processed automatically using AI to extract key entities.
  • AI-powered sales acceleration - AI can provide cues to sales teams by analyzing interactions, data, and wins/losses to recommend proven strategies to close deals faster.
  • Intelligent recommendations - AI algorithms will enable the system to recommend the best actions, most relevant information, optimal price quotes, etc. to enhance user productivity.

A key addition is predictive lead scoring using AI models. 

The system will analyze multiple parameters from leads like demographics, firmographics, behavioral signals, product interest, etc. 

Based on these signals, the AI model will calculate a score for each lead indicating its sales-readiness. 

Higher-scored leads can be picked up on priority by sales reps. The AI identifies potential high-value opportunities better than manual lead scoring. 

It removes the guesswork for salespeople and gets them to focus on the best prospects first.

Another capability is using AI algorithms to process important documents like scanned sales contracts, purchase orders, invoices, etc. automatically. 

The AI will extract all the key fields and entities from the documents without any human effort.

This data will get populated directly into the relevant records in Dynamics 365 CRM - like accounts, contacts, opportunities, orders, etc.

Documents drive many processes in CRM workflows like sales contract management, order-to-cash, procurement, and more. AI-powered data extraction will eliminate manual work and improve accuracy.

3) Unified Customer Profiles and Data Model

With data being generated across multiple channels, integrating and accessing unified customer data is a key requirement today. 

In 2024, Dynamics 365 CRM will have a unified customer profile store bringing together data from various sources. Key aspects include:

  • A single view of customers - All customer interactions and data from the website, mobile app, IoT systems, etc. will be available in one place.
  • Unified data model - Structuring heterogeneous data into one cohesive data model using AI and machine learning capabilities.
  • End-to-end data connectivity - Connectors to synchronize data from multiple systems into Dynamics 365 in real time. 

With consolidated data, teams can provide tailored, flawless experiences across sales, marketing, and service.

A notable improvement to Dynamics 365 CRM is the introduction of an integrated customer profile, which consolidates client data from several sources into a single location. 

This provides a complete 360-degree perspective of each customer.

In enterprises today, customer data resides in multiple systems like websites, mobile apps, stores, social media, IoT systems, and more. 

Dynamics 365 CRM will enable connecting all these sources using data connectors.

Any interaction happening across any channel will flow into the unified profile store. 

This includes transaction data, purchases, support tickets, web activity, social media posts, etc. Applied AI models will structure the consolidated data into a common data model.

Within CRM, sales, service, and marketing users will be able to access the complete profile of customers in one place. 

This eliminates navigating across systems and piecing together information from different sources.

Having unified profiles enriches context significantly when interacting with customers. 

Users have holistic visibility into past interactions, preferences, pain points, purchases, and more for each customer. This helps them personalize conversations better and take the right actions.

Unified profiles are also essential to building consistent omni-channel customer experiences. 

Insights from the profile can be used to customize website content, mobile push notifications, contact center routing, and store interactions based on individual preferences. This enables true omni-channel personalization.

4) Vertical-Specific Solutions 

In 2024, Microsoft will further expand Dynamics 365 CRM capabilities for specific industries. Custom solutions will be available for:

  • Manufacturing - Advanced solution for production, operations, and field service management.
  • Healthcare - CRM solution to manage patient relationships and care programs.
  • Financial Services - Service and compliance tools for banking, insurance, and wealth management.
  • Retail - Capabilities for POS, inventory, and merchandising for unified commerce.
  • Non-profits - Tools for fundraising, volunteer, and donor management.

Vertical solutions will deliver industry-specific processes, data models, and analytics to accelerate CRM adoption in specialized verticals.

For manufacturers, Dynamics 365 CRM will have advanced manufacturing solution integrations like:

  • IoT data connectors from shop floor systems, machinery sensors, etc. This provides visibility into production performance.
  • Integration with supply chain modules for material requirements planning, production scheduling, etc.
  • Digital twin integration to virtually map products, and simulate production scenarios.
  • Advanced field service management for handling on-site equipment service, and maintenance jobs.

These native manufacturing-focused capabilities will help gain insights to optimize production quality, output, and maintenance processes through CRM data.

5) Tighter Integration with Microsoft 365 and Teams

Dynamics 365 CRM will be deeply integrated into Microsoft 365 and Teams to enable collaboration and productivity. Key features include:

  • Unified desktop - Single user experience across Dynamics 365 CRM and Office 365.
  • CRM apps and tools in Teams - Manage CRM records, data, and insights directly within Teams.
  • CRM Planner integration - CRM tasks and events synchronized bi-directionally with Planner.
  • Data-driven Team collaboration - Customer insights are delivered proactively in team channels and chats to enhance engagement.

With Microsoft 365 and Teams integration, Dynamics 365 CRM workflows will become faster and more collaborative for users. 

Microsoft is integrating Dynamics 365 CRM much deeper into Microsoft 365 and Teams for unified productivity and collaboration in 2024.

One key update is providing a unified desktop experience across Dynamics 365 apps and Office 365. 

Users will be able to access CRM data and Office tools side by side without toggling between applications. Unified navigation and single sign-on make user workflows highly seamless.

CRM capabilities will also be made available directly within Teams for easy access. Within Teams channels, chats, and meetings, users will be able to:

  • View CRM records like accounts, opportunities, and tickets.
  • Update CRM data fields and notes. 
  • Add CRM data into Teams documents.

This gives quick access to customer information to enable CRM-driven collaboration during discussions.

Dynamics CRM Solutions India providers can help organizations take full advantage of these updates through expert implementation, data integration, customization, and training services. 

The future looks optimistic for businesses that leverage Dynamics 365 CRM platforms and unlock innovation to foster closer customer relationships.

What are your thoughts on these upcoming Dynamics 365 CRM capabilities? Which update are you most excited about? Share your views in the comments section!