Interactive Intelligence vs Microsoft Dynamics 365 Customer Service comparison

Genesys and Microsoft are both solutions in the CRM category. Genesys is ranked #45, while Microsoft is ranked #13 with an average rating of 8.2. Genesys holds a 0.8% mindshare in CRM, compared to Microsoft’s 0.6% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 95% of Microsoft users who would recommend it.

Interactive Intelligence

Read 2 Interactive Intelligence reviews

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704 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 22 Microsoft Dynamics 365 Customer Service reviews

853 Views
853 Comparison Views

95% willing to recommend

Interactive Intelligence

Microsoft Dynamics 365 Cust...

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Executive SummaryUpdated on Dec 19, 2024

Interactive Intelligence and Microsoft Dynamics 365 Customer Service are competing products in the customer service solutions market. Microsoft Dynamics 365 Customer Service appears to hold the upper hand due to its comprehensive features, which many consider worth the higher investment.

Features: Interactive Intelligence provides seamless integration capabilities, flexible deployment options, and efficient workflows. Microsoft Dynamics 365 Customer Service offers advanced analytics tools, extensive automation features, and a scalable cloud-based model.

Ease of Deployment and Customer Service: Interactive Intelligence provides a straightforward deployment process and robust customer service support. Microsoft Dynamics 365 Customer Service provides strong global support and a flexible support framework.

Pricing and ROI: Interactive Intelligence presents a competitive setup cost focusing on rapid ROI. Microsoft Dynamics 365 Customer Service commands a higher setup cost but justifies it with a strong long-term ROI through its superior feature set.

To learn more, read our detailed Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service Report (Updated: December 2025).

Buyer's Guide

Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service

December 2025

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Helped 881,114 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:

Categories and Ranking

Interactive Intelligence

Ranking in CRM

45th

Average Rating

9.0

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Interactive Intelligence is 0.8%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.6%
Interactive Intelligence	0.8%
Other	98.6%

CRM

Featured Reviews

Mohamed Shareed

CX Team Lead

A customizable solution that can be integrated with almost anything

The best thing about this solution is the customizability because it can be integrated with pretty much anything. There are many solutions that are black boxes and we're unable to make any modifications to the call flows. With Interactive Intelligence, we can utilize APIs and variables. With the REST call, you can send a request and response. Elements can be incorporated into the workflow based on the response. This is the go-to thing with Interactive Intelligence. The Interactive Intelligence is quite user friendly. And Avaya, in that case, is not that great solution, on user friendliness. Basically, yeah, the same purpose I've used, but you need more expertise to manage the product. And Interactive Intelligence is one box. It contains a lot of features and we don't need to have much resources. But Avaya and others have many servers to be maintained with a single solution. It has a CN. You have to go for session manager and lots of other product servers. So, for a single solution, you need to maintain a lot of servers. This is more or less an easy environment to manage, but Avaya is very complex on the architectural level.

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reviewer2245296

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics

The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better. Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening. AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

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Quotes from Members

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

Pros

"Interactive Intelligence is quite user friendly."

"The social media integration is excellent."

"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."

"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

"Microsoft Dynamics 365 Customer Service has valuable customization features."

"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."

"The insights are quite helpful."

"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."

"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."

More Microsoft Dynamics 365 Customer Service pros

Cons

"The problem with this current system is that the support is not great."

"The initial setup can be a bit difficult."

"The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines."

"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

"There are some occasional performance issues."

"The product doesn’t meet standard functionality. There should be enough features included in it."

"The platform’s UI could be better."

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

"The product could be serverless."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

Information not available

"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 pricing seems fair."

"The solution has a corporate enterprise license, which large corporations sign."

"In terms of cost, the product offers competitive pricing for its feature set."

"The tool is a bit on the expensive side if we purchase it individually."

"It is a decent price compared to multiple vendors and products available in the market."

"It is more expensive than other vendors."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

13%

Financial Services Firm

12%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

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What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

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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.

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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...

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Comparisons

eGain Solve vs Interactive Intelligence

Compared 40% of the time

Microsoft Dynamics CRM vs Interactive Intelligence

Compared 31% of the time

Salesforce Sales Cloud vs Interactive Intelligence

Compared 15% of the time

Siebel CRM vs Interactive Intelligence

Compared 14% of the time

More Interactive Intelligence Competitors

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 36% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 24% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 18% of the time

Pega CRM vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

January 2026

Download Interactive Intelligence product report

Buyer's Guide

Microsoft Dynamics 365 Customer Service

January 2026

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Overview

Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.

Genesys

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Microsoft

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

Buyer's Guide

Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service

December 2025

Free Report: Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service

Find out what your peers are saying about Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: December 2025.

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