103 IN FOCUS: DYNAMICS 365 embedded reporting analytics through Microsoft Power BI, Copilot and a host of ready-to-use dashboards. There is an ease of extensibility with copilot extensions and custom copilot features. The platform is also secure. It has an uptime service legal agreement commitment, which is not on request or to be negotiated – it is a pledge. It is hosted on extensible Azure infrastructure as a service and has dedicated centres for hosting of data. These benefits are driving organisations, big and small, to make a beeline to upgrade their legacy CRM applications to Dynamics 365. While the decision to transition may be easier to make, based on the perceived benefits, it could be a daunting proposition to administer across the organisation. To make it easier, Infosys has launched an assessment-based offering under its SmartMove banner of solutions for legacy migration. Titled ‘Competitive Sales & Service Transformation Offering’, this offering is powered by Infosys Topaz, Infosys Cobalt, our Digital Operating Model designed for AI-first enterprises and Microsoft’s AI asset toolset. The offering encompasses legacy applications, integration analysis, data migration, change impact analysis, project planning and a final cost assessment for migration. It prescribes a comprehensive approach towards building a robust foundation for initiating the modernisation to Dynamics 365 CRM. The offering has various elements that make it easier for businesses to produce assessment and return on investment reports, an AI roadmap, migration timeline, commercials, scope of integration and approach finalisation. Organisations are witnessing trends like predictive customer journey mapping, real-time sentiment analysis, autonomous (agent-led) customer support, intelligent sales assistance, hyper-personalised marketing and augmented reality integration. Therefore, CRM applications will continue to play a pivotal role in enhancing customer relationships, driving growth and gaining competitive edge, with considerations like data privacy and AI bias, notwithstanding. Deepak Kumar Parashar is director and industry principal for Microsoft Practice, and Ramana Raju Nidadavolu is manager of go-to-market for Microsoft Practice, at Infosys Photo: Adobe Stock/bernardbodo
RkJQdWJsaXNoZXIy NzQ1NTk=