Microsoft Corporation (NASDAQ:MSFT) announced the introduction of a comprehensive set of new Microsoft Dynamics CRM capabilities with smarter marketing, personal customer care, and social listening capabilities, which will be available in the second quarter of 2014.

Satya Nadella Microsoft

According to the software giant, the new Microsoft Dynamics CRM capabilities will help organizations match customers with the right products and services, and engage with them appropriately at the right time.

Bob Stutz, corporate vice president, Microsoft Dynamics CRM said, “Businesses want solutions that give them market insights and the ability to deliver amazing customer experiences. The new Microsoft Dynamics CRM update democratizes social listening, adds new marketing capabilities for more impact and enables businesses to deliver outstanding customer service. With this new release, we are essentially changing the CRM game.”

Microsoft delivering promise on innovation

According to Microsoft Corporation (NASDAQ:MSFT), the new Microsoft Dynamics CRM functionalities is part of its objective to fulfill its promise to deliver rapid innovation.

The new functionalities will help marketers to efficiently drive and manage smarter marketing campaigns, and help businesses engage and deliver personalized customer care on any device, anywhere. It will also help them sell more products effectively.

In addition, the improved capabilities of Microsoft CRM Dynamics provide marketing, and sales service professionals with social listening capabilities.

Smarter marketing

According to Microsoft Corporation, the new Microsoft Dynamics Marketing – previously called Marketing Pilot – builds on the core of marketing planning with new features such as a visual campaign designer. The feature enables marketers to easily create powerful marketing campaigns, and reach customers across multiple channels effectively.

It also provides Chief marketing officers with new lead management, scoring capabilities, deep analytics marketing, and scalable email marketing that can deliver millions of messages per day.

Microsoft Corporation (NASDAQ:MSFT) said the latest marketing capabilities will be available in 35 markets in 10 languages.

Personalized customer care

The software giant said the new Microsoft Dynamics CRM introduces a Unified Service Desk, a powerful application designed for call centers, which allows agents to handle multiple calls simultaneously. The new application increases efficiency by automating repetitive tasks and displays scripts to help agents provide more effective and personalized customer service.

The new Microsoft Dynamics CRM also offers options in deploying customer service capabilities from self-service through support portals, social media platforms such as Facebook Inc (NASDAQ:FB) and Twitter Inc (NYSE:TWTR) through web chat, and video capabilities.

Social listening

Microsoft Corporation (NASDAQ:MSFT) said the new customer care solutions ensures that businesses will be able to handle interactions based on customers’ preferences and respond to their needs faster and be more personalized. Microsoft Corporation (NASDAQ:MSFT) added social listening capabilities to help businesses analyze and act on market intelligence from social conversations. The new feature enables users to track brands, products, and campaigns worldwide in real time to truly understand their customers and their business across the social web.