We performed a comparison between Genesys Cloud CX and Microsoft Dynamics CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center Platforms."Its comprehensive single application includes everything from reporting to IVR and workflows."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"The stability is really good."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"The latest version and updates have been great. It really has everything we need."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"The solution is versatile and customizable."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"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 stability is excellent."
"Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"Microsoft Dynamics CRM has plenty of valuable features."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"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."
"It would be better if it were more secure."
"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."
"The performance could be improved."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"If there was a bit more automation, specifically for marketing tasks, that would be ideal."
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews. Genesys Cloud CX is rated 9.0, while Microsoft Dynamics CRM is rated 7.6. The top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and monday.com.
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