business applications vision and what’s next€¦ · beyond crm and erp… modern. modular,...
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Business ApplicationsVision and What’s Next
Nicola SchirruBusiness Applications Group Lead,Microsoft Italy
Industries in TransitionIndustries in Transition
Data+
intelligence
Optimize operations
Transform products
Engage customers
Empower employees
Medium businessesApplicazioni di Core Business
Sicurezza IT
Device mobili
Cloud PaaS
Cloud SaaS
Large businessesSicurezza IT
Applicazioni di Core Business
Cloud Iaas
Analytics/BigData/Cognitive/AI
Enterprise Mobility
34%
29%
19%
17%
15%
35%
28%
17%
16%
15%
Digital Feedback Loop
Dynamics 365
Dynamics 365 UnifiedPeople and ProcessesBeyond CRM and ERP…
ModernModular, OmnichannelEnd-2-End and beyond…
AdaptablePlatform, AppSourcePower Platform
IntelligentInsights, MR, AI
Virtual Agent
Fraud Protection
AI Builder
Portals
Layout
Guides
Product Visualize
Remote Assist
Customer Service Insights
400+new capabilities
Product Insights
Sales Insights
Customer Insights
Customer Insights
Close the gap by activating Data to gain Insights
Unified multichannel customer data
Integrate your sales & marketing tools to create a 360-degree view of your customer
Smart, personalized marketing decisions with AI-driven insights
Customer Insights
Customer Insights
Customer Insights
Customer records automatically merged into one unified customer profile
I
Customer Service Insights& Virtual Agent
Supporting effective Proactive Customer Service
Analysis of agent performance
Customer sentiment andNext Best Action(Cust Insights integration)
Deflect call volume with thehelp of virtual agents
Customer Service Insights & Virtual Agent
Customer Service Insights & Virtual Agent
Customer Service Insights & Virtual Agent
Risk Insights for improved Customer Support Experience
Adaptive AI Technology
Trained engine on Microsoft own
business
Transaction Acceptance
Booster
Accountcreation
protection
Fraud Protection
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