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Dynamics 365 Sales vs Interactive Intelligence comparison

Microsoft and Genesys are both solutions in the CRM category. Microsoft is ranked #12 with an average rating of 8.5, while Genesys is ranked #60. Microsoft holds a 0.5% mindshare in CRM, compared to Genesys’s 0.3% 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 15 Dynamics 365 Sales reviews
  • 283 Views
  • 283 Comparison Views
100% willing to recommend
Interactive Intelligence
Read 2 Interactive Intelligence reviews
  • 227 Views
  • 136 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: July 2025).
Buyer's Guide
Dynamics 365 Sales vs. Interactive Intelligence
July 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
12th
Average Rating
8.6
Reviews Sentiment
7.1
Number of Reviews
15
Ranking in other categories
No ranking in other categories
Interactive Intelligence
Ranking in CRM
60th
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 August 2025, in the CRM category, the mindshare of Dynamics 365 Sales is 0.5%, up from 0.3% compared to the previous year. The mindshare of Interactive Intelligence is 0.3%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
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

"Dynamics 365 Sales is a stable solution with good documentation."
"Dynamics 365 Sales assists in streamlining the sales cycle by reducing it by 30%."
"Microsoft 365, in its entirety, provides a collaborative environment that allows me to connect to multiple tools, including email, drive, and cloud hosting folders."
"The most valuable features of Dynamics 365 Sales for us are the standard functional power platform applications for business processes."
"The solution is fast."
"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."
"SAP was very complicated, while Dynamics 365 Sales became simple for senior leaders to use, reducing time spent from 2-3 hours per week in SAP to 15-20 minutes in Microsoft Dynamics when done properly."
"Dynamics 365 Sales facilitates remote access, allowing sales teams to work efficiently from mobile devices."
More Dynamics 365 Sales pros
"Interactive Intelligence is quite user friendly."
"The social media integration is excellent."
 

Cons

"It's very structured, and the out-of-the-box functionality is very limited, meaning you have to do a lot of customizations."
"An area for improvement is the integration with WhatsApp. Currently, it is available only through a third party, which incurs additional costs."
"The solution needs an improved connection to AI."
"There's room for improvement in the pricing models."
"Making it more budget-friendly would be beneficial."
"I have not noticed anything that I would recommend for improvement so far."
"The pricing must be improved."
"At the start of the project, we made this mistake by relying on Power Automate. We discovered latency issues and problems related to the limits exist."
More Dynamics 365 Sales cons
"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
 

Pricing and Cost Advice

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

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
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...
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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

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SAP CRM vs Dynamics 365 Sales
Compared 100% of the time
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eGain Solve vs Interactive Intelligence Logo
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Compared 64% of the time
Genesys Cloud CX vs Interactive Intelligence Logo
Genesys Cloud CX vs Interactive Intelligence
Compared 36% of the time
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Product Reports

Buyer's Guide
Dynamics 365 Sales
August 2025
Dynamics 365 Sales reportDownload Dynamics 365 Sales product report
Buyer's Guide
CRM
August 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
July 2025
Free Report: Dynamics 365 Sales vs. Interactive Intelligence
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