Microsoft Dynamics CRM Positioned as a Leader in Customer Service Contact Centers 2009 Magic Quadrant

REDMOND, Wash. — April 29, 2009 — Microsoft Dynamics CRM has been positioned in the Leaders quadrant of the Gartner Inc. CRM Customer Service Contact Centers 2009 Magic Quadrant, a research report that looks at contact center desktop software for customer service and support that is best suited for different economic situations.

“As a result of the economic slowdown, business leaders are focusing on the central role of customer service to simultaneously lower costs and build customer loyalty,” said Michael Maoz, vice president and distinguished analyst, Gartner Inc. “The loss of a profitable customer, or a potentially profitable customer, is expensive and preventable. The contact center, which integrates and synchronizes post-sales customer interactions, is the most critical flash point for the customer relationship.”1

“Business leaders are being challenged to drive higher customer satisfaction and retention while their budgets are under pressure,” said Brad Wilson, general manager of Microsoft Dynamics CRM at Microsoft. “Microsoft Dynamics CRM delivers powerful customer service solutions through either on-premises or on-demand deployments, enabling more choice and flexibility for our customers and partners with a rapid time to value.”

Examples of customers using Microsoft Dynamics CRM in their customer service operations include the following:

Vodafone Iceland realized business value by integrating 18 back-office and 14 customer systems that resulted in a 95 percent first-call resolution rate and a $21 million increase in sales. (

VVAA created a seamless customer experience across multiple touch points, improved claim processing times by 20 percent and reduced overhead by 5 percent. (

Mitsubishi Caterpillar Forklift Europe improved customer service by automating several manual service processes to fill orders more quickly and accurately and improve management’s visibility into service and sales details. (

The Pennsylvania Office of the Attorney General improved constituent service while driving increased operational efficiencies and regulatory reporting via streamlined data management. (

About the Gartner Magic Quadrant

The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Microsoft Dynamics

Microsoft Dynamics is a line of financial, customer relationship and supply chain management solutions that helps businesses work more effectively. Delivered through a network of channel partners providing specialized services, these integrated, adaptable business management solutions work like and with familiar Microsoft software to streamline processes across an entire business.

About Microsoft

Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.

1 Gartner Inc., Magic Quadrant for CRM Customer Service Contact Centers, Michael Maoz, April 3, 2009.

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