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
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Industries in TransitionIndustries in Transition
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Data+
intelligence
Optimize operations
Transform products
Engage customers
Empower employees
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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%
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Digital Feedback Loop
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Dynamics 365
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Dynamics 365 UnifiedPeople and ProcessesBeyond CRM and ERP…
ModernModular, OmnichannelEnd-2-End and beyond…
AdaptablePlatform, AppSourcePower Platform
IntelligentInsights, MR, AI
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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
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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
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Customer Insights
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Customer Insights
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Customer Insights
Customer records automatically merged into one unified customer profile
I
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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
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Customer Service Insights & Virtual Agent
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Customer Service Insights & Virtual Agent
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Customer Service Insights & Virtual Agent
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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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