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I recommend that those considering Microsoft Dynamics CRM conduct an ROI exercise to determine scalability and complex business needs because it is indeed a fantastic tool, especially if Microsoft can provide a better commercial model, which can significantly impact cost-effectiveness.
Genesys support is very good.
I would rate customer support as ten out of ten.
While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.
Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
The scalability of Genesys is excellent.
Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.
I would give it a ten out of ten for scalability.
Microsoft Dynamics CRM is scalable; it's easy to scale, but when customizations become extensive, maintainability can become challenging.
Genesys is brilliant concerning stability.
I would rate it ten out of ten.
There have been instances where issues with Microsoft Azure have affected Dynamics due to the infrastructure layer.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.
Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly.
Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.
Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.
Although it is a good tool, it is costly.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
The backend storage integrates seamlessly with OneDrive, and the solution offers robust security features, including Azure integration, two-factor authentication (2FA), and comprehensive audit trails.
The CRM is very fast, which is the most important aspect, and it's very handy.
The most valuable feature of Microsoft Dynamics CRM is its integration with Outlook and other Microsoft products like Microsoft 365, which includes emails, Teams, and SharePoint.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 13.6% |
| Amazon Connect | 13.7% |
| Five9 | 8.4% |
| Other | 64.30000000000001% |
| Product | Market Share (%) |
|---|---|
| Microsoft Dynamics CRM | 14.1% |
| Salesforce Service Cloud | 11.1% |
| Zendesk | 6.9% |
| Other | 67.9% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 41 |
| Midsize Enterprise | 22 |
| Large Enterprise | 19 |
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.
One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.
In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.
Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.
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