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Dynamics 365 Sales vs Interactive Intelligence comparison

Microsoft and Genesys are both solutions in the CRM category. Microsoft is ranked #13 with an average rating of 8.7, while Genesys is ranked #50. Microsoft holds a 0.4% mindshare in CRM, compared to Genesys’s 0.6% mindshare. Additionally, 100% of Microsoft users are willing to recommend the solution, compared to 100% of Genesys users who would recommend it.
Dynamics 365 Sales
Read 14 Dynamics 365 Sales reviews
  • 406 Views
  • 406 Comparison Views
100% willing to recommend
Interactive Intelligence
Read 2 Interactive Intelligence reviews
  • 419 Views
  • 344 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 19, 2024

Interactive Intelligence and Dynamics 365 Sales compete in the CRM and customer experience space. Dynamics 365 Sales has the upper hand with its comprehensive features and seamless integration with Microsoft products, whereas Interactive Intelligence offers unique capabilities for specific implementations.

Features: Interactive Intelligence delivers advanced telephony integration, robust communication management, and specialized call-center operations tools. Dynamics 365 Sales offers extensive CRM functionalities, a versatile sales toolkit, and seamless integration with other Microsoft products.

Ease of Deployment and Customer Service: Interactive Intelligence provides a flexible deployment model that suits varied communication setups and comes with commendable service support. Dynamics 365 Sales facilitates streamlined cloud-based deployment, bolstered by comprehensive documentation and support services through the Microsoft ecosystem.

Pricing and ROI: Interactive Intelligence often incurs variable setup costs, potentially offering higher ROI in communication-driven applications due to its tailored nature. Dynamics 365 Sales generally follows a predictable pricing model reflecting its rich feature set, with ROI often enhanced by integrated functionalities within Microsoft's ecosystem.

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To learn more, read our detailed Dynamics 365 Sales vs. Interactive Intelligence Report (Updated: September 2025).
Buyer's Guide
Dynamics 365 Sales vs. Interactive Intelligence
September 2025
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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Dynamics 365 Sales
Ranking in CRM
13th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
14
Ranking in other categories
No ranking in other categories
Interactive Intelligence
Ranking in CRM
50th
Average Rating
9.0
Reviews Sentiment
6.3
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.4%, up from 0.3% compared to the previous year. The mindshare of Interactive Intelligence is 0.6%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Dynamics 365 Sales0.4%
Interactive Intelligence0.6%
Other99.0%
CRM
 

Featured Reviews

IlyasAhmad - PeerSpot reviewer
A versatile and scalable CRM solution that streamlines business processes with its user-friendly interface and seamless integration with Microsoft platforms
The support they provide is quite commendable. When I was exploring various features of Office 365, being relatively new to it, I encountered a few challenges. Upon raising a support ticket on the Microsoft platform, I not only received prompt emails but also phone calls and engaging sessions. The Microsoft support engineers proved to be very helpful, and I appreciated their structured escalation metrics. Starting with basic assistance, they escalate the ticket to senior technicians if needed, ensuring comprehensive problem resolution. Another notable aspect is the abundance of Microsoft support resources, including videos, articles, and documentation, providing ample guidance for users. The support system offers a wealth of information, making it a valuable resource for problem-solving. I would rate it nine out of ten.
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Luis Teran - PeerSpot reviewer
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It integrates well with other Microsoft products, enhancing sales workflow."
"The solution is fast."
"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."
"The tool is on the same screen as Microsoft and Windows, which makes it easier for end users to learn. Its features are good, and the solution's integration is without challenges."
"What makes Dynamics 365 Sales interesting is the new AI capabilities through CoPilot, which can help write in NLP and look through what's happening on the opportunities without getting into the details."
"The AI provides insights about the customer."
"It stands out as an exceptional choice for businesses seeking a comprehensive ERP solution that offers a range of features, including finance, payroll, and HR modules, making it more than just a retail tool."
"Dynamics 365 Sales offers robust integration capabilities with third-party tools, complemented by our in-house developed applications. We've tailored our pricing within Dynamics 365 to suit our specific needs, collaborating closely with our teams for its development. Leveraging Azure and Microsoft Office 365 integration, Dynamics 365 becomes even more powerful."
More Dynamics 365 Sales pros
"Interactive Intelligence is quite user friendly."
"The social media integration is excellent."
 

Cons

"The solution needs an improved connection to AI."
"Making it more budget-friendly would be beneficial."
"The solution’s stability could be improved."
"However, having more dashboards and customizable templates, specifically tailored for sales in Dynamics 365, would enhance its usability even further. Being able to create custom dashboards would be particularly beneficial."
"Reducing feature bloat would be beneficial, especially considering different organizational needs."
"There's room for improvement in the pricing models."
"The pricing must be improved."
"I found it significantly complex and not user-friendly."
More Dynamics 365 Sales cons
"The initial setup can be a bit difficult."
"The problem with this current system is that the support is not great."
 

Pricing and Cost Advice

"The pricing is challenging, which is particularly relevant for countries like Pakistan and others with limited budgets."
"The platform is expensive."
"The cost of the solution is very similar to that of other solutions like Salesforce CRM."
"Dynamics 365 Sales' pricing is in the middle. It's not expensive like SAP and Oracle."
Information not available
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business9
Midsize Enterprise2
Large Enterprise4
No data available
 

Questions from the Community

What do you like most about Dynamics 365 Sales?
It integrates well with other Microsoft products, enhancing sales workflow.
See all answers
What needs improvement with Dynamics 365 Sales?
Beyond what Dynamics 365 Sales currently provides, any improvement would require a combination of processes, changes, and user behavior modifications on our side coupled with the product. The produ...
See all answers
What is your primary use case for Dynamics 365 Sales?
Our organization uses Dynamics 365 Sales for global sales collaboration. Previously, CRM was being treated as Outlook, with everyone in the organization receiving it by default regardless of necess...
See all answers
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Comparisons

Microsoft Dynamics CRM vs Dynamics 365 Sales Logo
Microsoft Dynamics CRM vs Dynamics 365 Sales
Compared 52% of the time
SAP CRM vs Dynamics 365 Sales Logo
SAP CRM vs Dynamics 365 Sales
Compared 48% of the time
More Dynamics 365 Sales Competitors
eGain Solve vs Interactive Intelligence Logo
eGain Solve vs Interactive Intelligence
Compared 100% of the time
More Interactive Intelligence Competitors
 

Product Reports

Buyer's Guide
Dynamics 365 Sales
October 2025
Dynamics 365 Sales reportDownload Dynamics 365 Sales product report
Buyer's Guide
CRM
September 2025
Interactive Intelligence reportDownload Interactive Intelligence product report
 

Overview

Dynamics 365 Sales empowers teams with capabilities in lead management, scheduling, and workflow organization. Its Office 365 integration and comprehensive ERP features enhance productivity and control.

Dynamics 365 Sales offers powerful tools for managing leads and customer interactions. Its integration with third-party apps and REST APIs simplifies workflows, providing comprehensive visibility and reliable performance. Teams benefit from its robust documentation and Power Platform compatibility, enhancing productivity with flexible pricing and a user-friendly interface. Despite some complexities, improvements in Outlook integration, AI features, and affordability are areas for enhancement.

What are the key features of Dynamics 365 Sales?
  • Lead Management: Simplifies tracking and organizing potential sales opportunities.
  • Office 365 Integration: Seamlessly works with Office applications for increased efficiency.
  • Customization Options: Allows for tailored solutions to meet business processes.
  • Third-party Integration: Connects with external apps to streamline operations.
  • Power Platform Compatibility: Enhances development and functionality.
What benefits should users expect from Dynamics 365 Sales?
  • Increased Productivity: Enhances efficiency with streamlined workflows and tools.
  • Enhanced Visibility: Provides comprehensive insights into sales activities.
  • Reliable Performance: Offers stability with robust platform support.
  • Cost-effectiveness: Flexible pricing options cater to varying business needs.
  • Improved Collaboration: Facilitates teamwork through seamless integrations.

Companies in industries like retail and sales management implement Dynamics 365 Sales to track opportunities and manage customer interactions. It helps in generating customized offers, managing orders, and supports sales reporting and CRM capabilities. Teams utilize it for sales management, lead follow-ups, and aligning targets with objectives, making it essential for daily operations.

Microsoft
Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.
Genesys
 

Sample Customers

Information Not Available
ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
Buyer's Guide
Dynamics 365 Sales vs. Interactive Intelligence
September 2025
Free Report: Dynamics 365 Sales vs. Interactive Intelligence
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