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Microsoft Dynamics CRM – Convergence Public Announcements of the Second Quarter New Functionality Releases of 2014

Microsoft has announced new functionality releases or updates that are coming to Microsoft Dynamics CRM 2013 to it’s worldwide and yearly Convergence conference, this time held in Atlanta.

What are the new releases? What do the original codenames (Leo, Mira and Subra) map to? How excited am I!

Leo – this will be the new Customer Care functionality for CRM. It’s based on the unified service desk for call center users and other case management functionality, which Microsoft acquired when it purchased Paratune. More on the acquisition from Bob Stutz can be found here. I did a blog post as well, it can be found here. Microsoft press release can be found here.

Mira – this will be know as Microsoft Dynamics Marketing. It’s based on marketing-automation technology that Microsoft acquired when it purchased MarketingPilot. More on the acquisition from Bob Stutz can be found here.  Microsoft Dynamics Marketing will be an add-on service that can be used with Microsoft Dynamics CRM.

Subra – this will be known as Microsoft Social Listening. This will be based on social-analytics technology that Microsoft acquired when it purchased NetBreeze. More on the acquisition from Bob Stutz can be found here. Microsoft Social Listening will also be an add-on service that can be used with Microsoft Dynamics CRM.

Keep your eyes open for the next announcements from Microsoft.

Greg Olsen
YellowDuckGuy

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Microsoft Dynamics CRM – Microsoft acquires Parature

January 7, 2014 Leave a comment

Hot of the press in 2014 is the news of the acquisition of Parature by Microsoft.

Parature is the industry’s leading provider of cloud-based customer service software and is used to support more than 3,000 brands and approximately 70 million end users worldwide. Parature empowers mid-market to enterprise organizations across major industries with the ability to centralize their customer service and support efforts and to manage, resolve and respond to a high volume of service issues across a variety of communication channels, including the growing number of service-related conversations that are happening every day on social media and mobile devices.

(2014, http://www.parature.com/)

This acquisition means a whole of of functionality relating to the customer service and support will be made available via Microsoft Dynamics CRM. Self-service is the key element or focus here along with self-service support across different devices and channels.

Press release can be read here: http://www.microsoft.com/en-us/news/press/2014/jan14/01-07paraturepr.aspx

So watch the space of Self-Service customer support with Paratune and CRM.

Greg Olsen
YellowDuckGuy