Microsoft Dynamics CRM a Leader in 2011 Magic Quadrant for CRM Customer Service Contact Centers

REDMOND, Wash. — May 25, 2011 — Microsoft Corp. (Nasdaq “MSFT”) today announced that Microsoft Dynamics CRM is positioned in the Leaders quadrant of the Gartner Inc. 2011 Magic Quadrant for CRM Customer Service Contact Centers, a research report that looks at CRM software for customer service representatives in the contact center.

“Delivering a positive experience is essential for any company to retain customers and grow its business,” said Brad Wilson, general manager of Microsoft Dynamics CRM product management. “Microsoft Dynamics CRM, through its familiar, intelligent and connected experiences, gives customer service professionals a complete view of their clients, along with insightful and actionable guidance enabling them to deliver the best possible customer service.”

Continuing its commitment to deliver a comprehensive customer service solution, Microsoft recently introduced a new version of its Customer Care Accelerator (CCA) for Microsoft Dynamics CRM 2011. This accelerator is available for download to existing licensed Microsoft Dynamics CRM customers and partners, at no additional cost, at the Microsoft Dynamics Marketplace.

The CCA helps customer care and contact center organizations provide a comprehensive and consistent customer service experience by combining data elements from disparate applications, such as mainframes, databases or websites, for display in a single-user interface. Targeted at IT professionals and system integrators that want to build and deploy unified desktops based on Microsoft Dynamics CRM 2011, the new CCA provides commercial technical support as a certified solution for Microsoft Dynamics CRM 2011 on-premises and cloud-based configurations, improved tooling for Microsoft Visual Studio 2010, and an extended reference scenario for use with the unified agent desktop.

More information about Microsoft Dynamics in the customer service sector can be found at Those who want to follow and engage with the Microsoft Dynamics CRM community on Twitter can follow @MSDynamicsCRM and can search for the hashtag #crm2011.

About the Magic Quadrant

The Magic Quadrant is copyrighted 2011 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 CRM and ERP solutions empower your people to be more productive and your systems to last longer and scale as your business grows, while enabling you to derive the insights necessary to respond quickly in an ever-changing world of 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.

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