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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
50th
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
11th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
21
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.6%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics 365 Customer Service0.7%
Interactive Intelligence0.6%
Other98.7%
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.
reviewer2748861 - PeerSpot reviewer
There is significant room for improvement in routing and setup challenges
The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.

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."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"I mainly do customer management, setting records, and things like that."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"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."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
 

Cons

"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"The things that are needed are not available in the documentation."
"There are some occasional performance issues."
"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"The product could be serverless."
"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."
 

Pricing and Cost Advice

Information not available
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"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 tool is a bit on the expensive side if we purchase it individually."
"It is more expensive than other vendors."
"It is a decent price compared to multiple vendors and products available in the market."
"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."
"In terms of cost, the product offers competitive pricing for its feature set."
"The pricing seems fair."
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Top Industries

By visitors reading reviews
No data available
Financial Services Firm
15%
Manufacturing Company
15%
Government
8%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

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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?
With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...
 

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
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Find out what your peers are saying about Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.