Kapture CRM vs Microsoft Dynamics 365 Customer Service comparison

Kapture CRM and Microsoft are both solutions in the CRM category. Kapture CRM is ranked #54, while Microsoft is ranked #12 with an average rating of 8.2. Kapture CRM holds a 0.5% mindshare in CRM, compared to Microsoft’s 0.7% mindshare. Additionally, 100% of Kapture CRM users are willing to recommend the solution, compared to 94% of Microsoft users who would recommend it.

Kapture CRM

Read 1 Kapture CRM review

391 Views
305 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 21 Microsoft Dynamics 365 Customer Service reviews

587 Views
587 Comparison Views

94% willing to recommend

Kapture CRM

Microsoft Dynamics 365 Cust...

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Executive Summary

We performed a comparison between Kapture CRM and Microsoft Dynamics 365 Customer Service based on real PeerSpot user reviews.

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

Buyer's Guide

CRM

August 2025

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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

Kapture CRM

Ranking in CRM

54th

Average Rating

10.0

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics 365 Cust...

Ranking in CRM

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of September 2025, in the CRM category, the mindshare of Kapture CRM is 0.5%, up from 0.3% 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%
Kapture CRM	0.5%
Other	98.8%

CRM

Featured Reviews

Mani Kandan

SEO Analyst at AMC Square IT Services

The software can be easily accessed and operated with minimal training

It provides seamless omnichannel support for easily identifying the source of leads which saves a lot of time. Not many companies offer omnichannel support. The software sends automated messages for customers' birthdays and anniversaries. Our customers love it. My company benefited from the…

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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.

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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

"The software can be easily accessed and operated with minimal training. All our employees are able to use the software without much practice."

"The software sends automated messages for customers' birthdays and anniversaries."

"The insights are quite helpful."

"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."

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

"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."

"It has easy-to-use customization features."

"I mainly do customer management, setting records, and things like that."

"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."

"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."

More Microsoft Dynamics 365 Customer Service pros

Cons

"While generating graphical representations, the software got hung."

"One or two leads may go missing due to downtime."

"The interface could be more appealing and attractive for users."

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

"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."

"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."

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

"I am looking forward to the support function."

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."

"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."

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

"It is more expensive than other vendors."

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

"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."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

15%

Manufacturing Company

15%

Government

Healthcare Company

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

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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

No data available

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 67% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 33% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

August 2025

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Buyer's Guide

Microsoft Dynamics 365 Customer Service

August 2025

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

Overview

Kapture CRM is a business automation platform for Customer service & sales. With omnichannel support, knowledge base & easy to use clean user interface, boost agent productivity & reduce response time. It also includes features like Auto Assign tickets, Interaction history, Call recording, custom roles & permissions, churn 500+ reports. It is fully configurable with your workflow. Kapture has a self-service portal & AI-powered chat to help building sustainable relationships with customers.

Kapture CRM

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

Bigbasket

Information Not Available

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

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