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Intercom Customer Communications Platform vs Microsoft Dynamics CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 20, 2025

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

Intercom Customer Communica...
Ranking in CRM Customer Engagement Centers
10th
Ranking in CRM
25th
Average Rating
9.6
Reviews Sentiment
7.7
Number of Reviews
2
Ranking in other categories
Social CRM (6th)
Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Ranking in CRM
1st
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
79
Ranking in other categories
Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)
 

Mindshare comparison

As of July 2025, in the CRM Customer Engagement Centers category, the mindshare of Intercom Customer Communications Platform is 1.0%, up from 0.4% compared to the previous year. The mindshare of Microsoft Dynamics CRM is 23.2%, down from 25.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Kumar Abhishek Anand - PeerSpot reviewer
Customer support has improved significantly with seamless chat integration for quick resolutions
The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality. We are able to integrate it into our application and provide support to customers directly through our application. The messenger works efficiently, allowing users to have conversations without entering their details repeatedly. There is conversation history available for each customer interaction, and they can access the help section within the chat itself. The Finn AI agent handles conversations both in chat and WhatsApp, which is particularly beneficial. Regarding automation tools, we have enabled the AI agent to answer customer queries instantly, reducing the need for constant staff presence. The AI agent quickly responds to customers and summarizes their issues, informing us when it cannot resolve a problem independently.
Pawel-Gawronski - PeerSpot reviewer
Streamlining resource management and improving project insights with helpful support
The deployment of Microsoft Dynamics CRM is easy because it's a software as a service, which eliminates the need to deploy anything in our data center. It has improved the verification of value streams by mapping projects to products and demonstrating the total cost of ownership. This automation significantly impacts daily operations by reducing the time spent on manual tasks and improving the quality and delivery time.

Quotes from Members

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

Pros

"The feature we appreciate most about the Intercom Customer Communications Platform is the messenger functionality, allowing users to have conversations without entering their details repeatedly."
"The live chat is pretty good because you can create a macro, which is a predefined input we can give customers."
"The initial setup is very easy."
"The stability of the solution is high."
"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."
"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."
"The solution's return on investment is worth it."
"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."
"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."
"Microsoft Dynamics CRM is a stable solution."
 

Cons

"Sometimes, the solution lags and takes time to update something."
"It would be beneficial if there was a way to train the AI to better understand customer language."
"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."
"Microsoft Dynamics CRM could improve by making it easier to export data to SharePoint because most of our customers use SharePoint. They have to log into a Microsoft environment platform from their SharePoint for access should be made easier. Additionally, if the customer portal was enhanced for it to be customized it would be a benefit."
"The UI could definitely be improved."
"The solution could have better dashboards and the Microsoft operating system could be more intuitive."
"The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services."
"Overall, the solution could be made to be more user friendly."
"From my experience, the solution's tech support could improve with a quicker response time."
"The UI/UX needs improvement as it is not intuitive from day one."
 

Pricing and Cost Advice

Information not available
"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"I'm not aware of any licensing costs for Microsoft Dynamics CRM."
"The cost could be cheaper. I would rate them 3 out of 5."
"The solution is not expensive."
"My organization pays for the license, and I do not know how much it costs."
"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
"We have to buy a separate license in order to implement the social listening feature."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
12%
Financial Services Firm
9%
Government
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Intercom Customer Communications Platform?
The live chat is pretty good because you can create a macro, which is a predefined input we can give customers.
What needs improvement with Intercom Customer Communications Platform?
For the Intercom Customer Communications Platform, we are updating our knowledge base to help the AI read more proactively. It would be beneficial if there was a way to train the AI to better under...
What is your primary use case for Intercom Customer Communications Platform?
When asked about AI tools and AI coding tools, we were using ChatGPT until recently. We switched to GitHub Copilot, which we have integrated into our IDE for software development purposes. Regardin...
What do you like most about Microsoft Dynamics CRM?
The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.
What needs improvement with Microsoft Dynamics CRM?
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. It is one area where the com...
What is your primary use case for Microsoft Dynamics CRM?
We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...
 

Also Known As

Intercom
Dynamics CRM, MS Dynamics CRM
 

Overview

 

Sample Customers

Expensift, Moz, Invision, Salesforce, Droplr, Vend, BugHerd, Ghost, Put.io, Codeship
Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.
Find out what your peers are saying about Intercom Customer Communications Platform vs. Microsoft Dynamics CRM and other solutions. Updated: July 2025.
862,624 professionals have used our research since 2012.