Genesys Cloud CX vs Microsoft Dynamics CRM comparison

The compared Genesys and Microsoft solutions aren't in the same category. Genesys is ranked #2 in CCP , with an average rating of 8.8, and holds a 13.7% mindshare in the category. Microsoft is ranked #2 in CCEC , with an average rating of 8.3, and holds a 13.2% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 93% of Microsoft users who would recommend it.

Genesys Cloud CX

Read 14 Genesys Cloud CX reviews

5,419 Views
1,734 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

6,552 Views
917 Comparison Views

93% willing to recommend

Genesys Cloud CX

Microsoft Dynamics CRM

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Executive Summary

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 Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms.

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Contact Center Platforms

February 2026

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Helped 882,637 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

ROI

Sentiment score

5.5

Genesys Cloud CX boosts profit margins and satisfaction through improved interactions, cost-effectiveness, and enhanced global capabilities despite price increases.

Sentiment score

7.1

Microsoft Dynamics CRM enhances operations and efficiency, outweighing high costs with improved sales, automation, and data collection.

In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

For more quotes and insights, download the Genesys Cloud CX report

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.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Customer Service

Sentiment score

7.3

Genesys Cloud CX support is responsive and helpful, with variability; larger clients often receive better assistance.

Sentiment score

5.6

Microsoft Dynamics CRM service receives mixed reviews; praised for responsiveness but criticized for delays and varying technical expertise.

The impact of the real-time dashboards on the decision-making processes is excellent.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Many agents report not receiving alerts or calls consistently—missing two or three calls out of thirty on a given day.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

I would rate customer support as ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

While the support operates within their standard SLA, it can be difficult to speak directly with someone over the phone.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Sometimes the technical support for Microsoft Dynamics CRM is not qualified enough, and in some situations, we know the tool better than they do.

Cristina Kluger

Head Of Development at Aleman Software Group

For more quotes and insights, download the Microsoft Dynamics CRM report

Scalability Issues

Sentiment score

7.3

Genesys Cloud CX is scalable and efficient for large call centers, user-friendly, and supports thousands of agents smoothly.

Sentiment score

7.4

Microsoft Dynamics CRM offers strong scalability and adaptability, despite challenges with customization and costs, enhancing sales and marketing departments.

We have not faced any issues such as system slowness or degraded call quality despite handling over 200,000 calls.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

Microsoft Dynamics CRM is highly scalable, rated at ten, even fifteen out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

I would give it a ten out of ten for scalability.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Microsoft Dynamics CRM is scalable; it's easy to scale, but when customizations become extensive, maintainability can become challenging.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Stability Issues

Sentiment score

7.5

Genesys Cloud CX is stable and reliable, with AWS support, though occasional call consistency and support delays are noted.

Sentiment score

7.8

Microsoft Dynamics CRM is stable and reliable, handling workloads well, with Azure integration enhancing resilience despite occasional peak load issues.

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

The stability and reliability of Genesys Cloud CX are good, as it can handle multiple agents, numbering in the hundreds or even thousands, located in different parts of the world.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

For more quotes and insights, download the Genesys Cloud CX report

I would rate it ten out of ten.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

There have been instances where issues with Microsoft Azure have affected Dynamics due to the infrastructure layer.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Room For Improvement

Genesys Cloud CX needs more flexible pricing, improved AI, enhanced outages handling, and better integration and customization options.

Microsoft Dynamics CRM needs better integration, user-friendliness, expanded AI, customization, and cost-effective options for small business adaptability.

If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

More use-case-oriented material should be provided to help users and implementers learn how to do more, faster.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

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.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

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.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Setup Cost

Genesys Cloud CX pricing varies by licensing and needs, offering value and flexibility with negotiable, tiered pricing and additional integration costs.

Microsoft Dynamics CRM is considered pricey, with flexible licensing but possible high costs for small to medium businesses.

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

Microsoft Dynamics CRM costs about $110 to $115 per user per month, following a recent price increase.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

Although it is a good tool, it is costly.

NavinJacob

Chief Digital Officer at Cipher7

For more quotes and insights, download the Microsoft Dynamics CRM report

Valuable Features

Genesys Cloud CX enhances efficiency with omni-channel support, AI, integration, analytics, and user-friendly features for improved customer engagement.

Microsoft Dynamics CRM offers customizable, user-friendly features with seamless Microsoft integration, robust security, and enhances customer management and operational efficiency.

It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

The features and capabilities of Genesys Cloud CX that I have found most valuable so far include its omni-channel support.

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

For more quotes and insights, download the Genesys Cloud CX report

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.

reviewer2305767

CISO at a financial services firm with 501-1,000 employees

The CRM is very fast, which is the most important aspect, and it's very handy.

reviewer2035074

Data Scientist at a financial services firm with 11-50 employees

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.

Darrin Murray

Head of Digital Transformation at Simplified Consulting

For more quotes and insights, download the Microsoft Dynamics CRM report

Categories and Ranking

Genesys Cloud CX

Average Rating

8.8

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Workforce Engagement Management (1st), Customer Experience Management (3rd), Contact Center as a Service (CCaaS) (2nd)

Microsoft Dynamics CRM

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), CRM (1st), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Mindshare comparison

While both are Contact Center solutions, they serve different purposes. Genesys Cloud CX is designed for Contact Center Platforms and holds a mindshare of 13.7%, down 23.4% compared to last year.
Microsoft Dynamics CRM, on the other hand, focuses on CRM Customer Engagement Centers, holds 13.2% mindshare, down 26.4% since last year.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Genesys Cloud CX	13.7%
Amazon Connect	13.2%
Five9	8.1%
Other	65.0%

Contact Center Platforms

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics CRM	13.2%
Salesforce Service Cloud	10.8%
Zendesk	7.4%
Other	68.6%

CRM Customer Engagement Centers

Featured Reviews

Giribabu Dondapati

Associate | Genesys Cloud Developer at Conizant Technological Solutions

Omnichannel contact center has supported global healthcare calls and improves SLA-backed support

Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently. Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.

Read full review

NavinJacob

Chief Digital Officer at Cipher7

Has enabled seamless integration across platforms while supporting advanced analytics for customer insights

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. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Read full review

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

10%

Computer Software Company

Government

Financial Services Firm

10%

Manufacturing Company

10%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	7

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

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What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I have been working with Microsoft Dynamics CRM for five or six years for various customers. I work with CRM and some amount of Microsoft communication server to integrate it. I focus on the area o...

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 14% of the time

NICE CXone vs Genesys Cloud CX

Compared 9% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 5% of the time

Verint Open CCaaS vs Genesys Cloud CX

Compared 4% of the time

More Genesys Cloud CX Competitors

SAP CRM vs Microsoft Dynamics CRM

Compared 20% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 11% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 6% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

February 2026

Download Genesys Cloud CX product report

Buyer's Guide

Microsoft Dynamics CRM

February 2026

Download Microsoft Dynamics CRM product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Dynamics CRM, MS Dynamics CRM

Overview

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.

Genesys

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.

Microsoft

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Buyer's Guide

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February 2026

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