With Microsoft Dynamics CRM 2016, we’re continuing on our journey to deliver Intelligent Customer Engagement to the market – helping companies deliver customer experiences that are personalized, proactive and predictive. The 2016 update includes all of our CRM services – Dynamics CRM, Parature, from Microsoft, Dynamics Marketing and Microsoft Social Engagement and covers 4 major themes, Productivity, Intelligence, Mobility and Unified Service.

Productivity - At Microsoft, we’re committed to reinventing the way companies think about productivity and business processes. We build our CRM capabilities so that they are seamlessly embedded into productivity tools, including Office 365 so that sales, service and marketing professionals can leverage familiar tools that they prefer to use. In CRM 2016, we’ll enhance the CRM app for Outlook, harness the power of Office 365 Groups, deliver Excel templates on top of the immersive Excel we added in the spring, surface trending documents from Delve, make it easier to create personalized sales documents in word and we’ll make it seamless

Intelligence - With CRM 2016, we’ll deliver intelligent processes for sales, service and marketing with the power of the Cortana Analytics Suite and machine learning. We’re introducing capabilities like intelligent product suggestions (for up-sell / cross-sell) and recommended cases and knowledge to resolve customer service cases. We’re harnessing the power of Machine Learning for sentiment analysis in Microsoft Social Engagement. We’re also baking intelligent and contextual guidance into CRM throughout the entire customer journey.

Mobility - In CRM 2016, we continue to invest in mobile capabilities for tablets and phones with full offline mobile capabilities, the ability to create task-based mobile apps, Mobile Application Management with Microsoft Intune and next generation Cortana integration that surfaces CRM data to drive proactive interaction and voice-driven CRM.

Unified Service - With CRM 2016, we'll deliver a single, unified solution for Customer Service across self, assisted and field service. This began with the integration of Parature knowledge management in the Spring, and continues with a new role driven agent experience, a native Knowledge Management solution in CRM and surveys to capture voice of the customer. We’ve also added Field service capabilities with the acquisition of FieldOne