Which CRM likes the sound of your voice?

5 December 2014 by CRM

Answer: Microsoft Dynamics CRM 2015

Dynamics CRM 2015 has been shipped with multiple enhancements, including one literally audible: using Cortana on Windows Phone 8.1 devices, users will be able to talk to the customer relationship management suite.

Tasks available via Cortana voice commands will include setting up meetings and reminders, searching for contacts, accounts and activities, calling up customer lists and creating new records.

The integration has a futuristic shine to it, but analysts say the move isn’t a technology-for-technology’s sake gimmick from Microsoft, which will unveil the Dynamics-Cortana tie-up along with other CRM and ERP announcements on Tuesday.

“This is very significant. Salespeople spend a lot of time on the road, so this lets them leave voice memos on an account while on the go, without having, for example, to be typing and driving,” said analyst Ray Wang, chairman and founder of Constellation Research.

It also ties in with an ongoing push by the Dynamics CRM team to make the product simple to use so that it can help salespeople be more productive. “That’s why Dynamics CRM has been doing so well,” he said.

Meanwhile, analyst Rebecca Wettemann, vice president at Nucleus Research, said it’s been proven that adding mobile access to CRM drives significant productivity gains. “This is just the tip of the iceberg in vendors leveraging the voice capture and analytics technologies to deliver CRM productivity,” she said.

Wetttemann also views the integration as part of a broader and recent Microsoft trend to leverage its product portfolio to boost its enterprise applications under new CEO Satya Nadella. “The bigger story is that this is a great example of how Microsoft is bringing its product strengths to bear on CRM,” she said.

Another recent example of this approach was last month’s launch of the Sales Productivity bundle, which combines Dynamics CRM On-line Professional with Office 365 and Power BI.

See the CRM 2015 and Cortana demonstration