Try our new research platform with insights from 80,000+ expert users

Interactive Intelligence vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

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

Categories and Ranking

Interactive Intelligence
Ranking in CRM
66th
Average Rating
9.0
Reviews Sentiment
6.3
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.3%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Luis Teran - PeerSpot reviewer
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
Gary Cook - PeerSpot reviewer
Enables seamless customer communication and improves satisfaction
Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.

Quotes from Members

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

Pros

"The social media integration is excellent."
"Interactive Intelligence is quite user friendly."
"It has easy-to-use customization features."
"The insights are quite helpful."
"I liked the solution's web version and user interface."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
 

Cons

"The initial setup can be a bit difficult."
"The problem with this current system is that the support is not great."
"They could add a new chart or dashboard for visualization in the product."
"The platform’s UI could be better."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The interface could be more appealing and attractive for users."
"The technical support should be dramatically improved."
"There are some occasional performance issues."
"The product doesn’t meet standard functionality. There should be enough features included in it."
 

Pricing and Cost Advice

Information not available
"In terms of cost, the product offers competitive pricing for its feature set."
"It is a decent price compared to multiple vendors and products available in the market."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
"The solution has a corporate enterprise license, which large corporations sign."
"It is more expensive than other vendors."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"The pricing seems fair."
report
Use our free recommendation engine to learn which CRM solutions are best for your needs.
860,592 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Manufacturing Company
14%
Healthcare Company
11%
Government
9%
Financial Services Firm
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors.
 

Overview

 

Sample Customers

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira
Information Not Available
Find out what your peers are saying about Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: June 2025.
860,592 professionals have used our research since 2012.