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."Predictive engagement and gamification are valuable features with good inbound functionality."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"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."
"Genesys Cloud is an excellent platform."
"The latest version and updates have been great. It really has everything we need."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"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 support is brilliant. All OEMs are pretty helpful."
"The product is user-friendly."
"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."
"The most valuable feature in Microsoft Dynamics CRM is funneling."
"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"AI still needs improvement when it comes to predictive engagement."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"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 tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"The solution could have better dashboards and the Microsoft operating system could be more intuitive."
"Technical support could be faster and more responsive."
"Dynamics could perform a little better, and it would be nice to save the filters I use frequently, so I don't need to do the same thing every day."
"It would be a little bit easier if there were better ways to configure and modify native add-ins or plugins."
"We had to do some customizations on top and it got a bit cumbersome."
"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."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."
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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