IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service comparison

IQVIA and Microsoft are both solutions in the CRM category. IQVIA is ranked #42, while Microsoft is ranked #11 with an average rating of 8.2. IQVIA holds a 0.6% mindshare in CRM, compared to Microsoft’s 0.7% mindshare. Additionally, 100% of IQVIA users are willing to recommend the solution, compared to 94% of Microsoft users who would recommend it.

IQVIA Orchestrated Customer...

Read 1 IQVIA Orchestrated Customer Engagement review

615 Views
609 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 21 Microsoft Dynamics 365 Customer Service reviews

606 Views
606 Comparison Views

94% willing to recommend

IQVIA Orchestrated Customer...

Microsoft Dynamics 365 Cust...

Comparison Buyer's Guide

Download the report

Executive Summary

We performed a comparison between IQVIA Orchestrated Customer Engagement and Microsoft Dynamics 365 Customer Service based on real PeerSpot user reviews.

Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM.

To learn more, read our detailed CRM Report (Updated: October 2025).

Buyer's Guide

CRM

October 2025

Download the complete report

Helped 872,778 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

IQVIA Orchestrated Customer...

Ranking in CRM

42nd

Average Rating

7.0

Reviews Sentiment

6.1

Number of Reviews

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

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of IQVIA Orchestrated Customer Engagement is 0.6%, down from 1.3% 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
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.7%
IQVIA Orchestrated Customer Engagement	0.6%
Other	98.7%

CRM

Featured Reviews

Jaemin Baek

Dx Strategist at SK Telecom

Has 360 degree customer view but needs to improve workflow

Because Salesforce is a cloud solution, sometimes we have issues with speed. We experience a lot of delays. The data queries are at times separated and do not match properly. To obtain insights from data, we need to map or match the datasets and define the relationships between them. However, in Salesforce it is very difficult to define relationships between datasets. They do not provide any customization features; they are all global/standard. Because the sales department needs many functions to deal with sales or government policies, like taxes, they cannot develop the features in OCE. As a result, we cannot provide Salesforce as a single solution. The workflow process is not complete. They need to achieve more knowledge and experience in this industry.

Read full review

reviewer2748861

Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees

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.

Read full review

Quotes from Members

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

Pros

"I've found the customer 360 degree view to be valuable."

"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."

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

"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."

"It is a stable product."

"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."

"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."

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

More Microsoft Dynamics 365 Customer Service pros

Cons

"Because Salesforce is a cloud solution, sometimes we have issues with speed. We experience a lot of delays."

"They could add a new chart or dashboard for visualization in the product."

"There are some occasional performance issues."

"I am looking forward to the support function."

"The solution could better integrate with other enterprise solutions."

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

"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."

"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."

"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

"OCE is less expensive than Veeva, for instance."

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

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

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

"The pricing seems fair."

"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."

"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."

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

"It is more expensive than other vendors."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

872,778 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Healthcare Company

30%

Manufacturing Company

11%

Computer Software Company

11%

Comms Service Provider

Financial Services Firm

15%

Manufacturing Company

15%

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	11
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

Ask a question

Earn 20 points

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

Offers integration with hosted solutions.

See all answers

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.

See all answers

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...

See all answers

Comparisons

Salesforce Sales Cloud vs IQVIA Orchestrated Customer Engagement

Compared 58% of the time

Teneo vs IQVIA Orchestrated Customer Engagement

Compared 42% of the time

More IQVIA Orchestrated Customer Engagement Competitors

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 59% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 23% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 17% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

October 2025

IQVIA Orchestrated Customer Engagement report

Download IQVIA Orchestrated Customer Engagement product report

Buyer's Guide

Microsoft Dynamics 365 Customer Service

October 2025

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Also Known As

IQVIA OCE

No data available

Overview

Orchestrated Customer Engagement (OCE) is the next generation commercial platform from IQVIA. OCE connects sales, marketing, medical and other functions to harmonize interactions with customers. This enables life sciences companies to build trust and optimize performance in a way not possible with legacy point solutions such as CRM and MCM tools.

IQVIA

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.

Find out what your peers are saying about Microsoft, Salesforce, SAP and others in CRM. Updated: October 2025.

DOWNLOAD NOW

872,778 professionals have used our research since 2012.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.