We performed a comparison between Five9 and Microsoft Dynamics CRM based on real PeerSpot user reviews.
Find out in this report how the two Sales Force Automation solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The reporting is good, and we're testing AI summaries now. Also, the workflow automation feature, so far, has been good."
"I like the capability of call and screen recording. It has helped us to hold our agents accountable to the expectations for the role. It creates a clearer picture than giving feedback that is just based on calls that we may have listened to, but we do not have anything to show the agents themselves."
"Queue callback, agent skill-based routing, call reporting, and the flexibility to log in from anywhere are some of the most valuable features for our organization."
"The admin platform is easy to use and navigate. That has been incredibly useful for us because it has given us the ability to self-provision in a lot of situations. The ability to create and track data elements has also been a valuable addition."
"Five9's most critical feature is a common user interface that delivers consistent customer service across various channels."
"Five9 has made our contact center more flexible by taking it to the cloud. The user experience for agents is great because everything is on one dashboard, from the dialer to the workflows for transferring calls and creating tickets."
"The admin tools are most valuable, such as using the UI to configure all the campaigns and all the settings that we use. Also, the monitoring panels it has are very good. Our supervisors and sales managers build dashboards in the solution so that we can understand how our operation is performing throughout the day. That is very useful."
"Before using the WFO and its analytics, our quality teams would listen to only 5 percent of contacts a week, per employee, which is a very small part of what an employee is doing... Now, this tool does an automatic evaluation of 100 percent of their calls. It has certainly helped the QA teams in their training, and that, in turn, helps our clients."
"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."
"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."
"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."
"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"The solution is stable."
"The support is brilliant. All OEMs are pretty helpful."
"The most valuable feature of Microsoft Dynamics CRM is the integration with Microsoft Office 365."
"The SMS feature could use some improvement as far as the opt-out process goes."
"I would like to see more of the functions from the original Five9 adapter included in the Salesforce Plus adapter, as they do not automatically update when Five9 releases new features."
"There are some minor issues with some of their filtering that I'd like them to handle on their back end. The only limitation I can think of is that I'm always looking backward and can't look forward. I can't see how many calls are scheduled for tomorrow based on our system."
"There are certain issues around features that Chrome has deployed that we have to figure out. When we bring them to Five9's attention, they are usually able to help us navigate them. It seems that sometimes they already know about an issue, so it would be helpful if they more proactively engaged with us first..."
"Five9's stability needs to be improved."
"There have also been some challenges in being able to keep the format of an original email. The solution acts as a proxy, but it's not bringing over the full format that the email came in with... Five9's email channel isn't as good as some other vendors' email channels that I've seen. But there is an upgrade coming..."
"The knowledge base of their support is not as strong as the IVR build."
"Maybe they could do better on how we access all the data if we want the data to work outside of Five9. Sometimes, that's not the easiest process. It's not bad, but if there's an area for improvement, that could be one."
"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."
"Overall, the solution could be made to be more user friendly."
"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."
"The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client."
"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."
"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"This CRM system needs to be more configurable. Its performance still needs improvement, because its screens hang while querying data. It's also not highly scalable, so scalability also needs improvement."
Five9 is ranked 4th in Sales Force Automation with 20 reviews while Microsoft Dynamics CRM is ranked 2nd in Sales Force Automation with 68 reviews. Five9 is rated 8.6, while Microsoft Dynamics CRM is rated 7.8. The top reviewer of Five9 writes "Interaction analytics evaluates all our agents' calls, helping us identify and train agents who are struggling". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". Five9 is most compared with Genesys Cloud CX, Amazon Connect, Cisco Webex Contact Center, 8x8 Contact Center and NICE CXone, whereas Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and monday.com. See our Five9 vs. Microsoft Dynamics CRM report.
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