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Microsoft Dynamics 365 Customer Service vs Oracle CX Sales 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

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
Oracle CX Sales
Ranking in CRM
14th
Average Rating
7.8
Reviews Sentiment
6.9
Number of Reviews
15
Ranking in other categories
Opportunity Management (7th), Sales Force Automation (5th)
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.5% compared to the previous year. The mindshare of Oracle CX Sales is 1.1%, down from 3.0% 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%
Oracle CX Sales1.1%
Other98.2%
CRM
 

Featured Reviews

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.
Uday Kiran B - PeerSpot reviewer
Offers the capability to customize it the way I want, create my own CRM, and create a new closed integration with everything
The best thing is we can customize it. For example, there are some standard procedures in CRM, the opportunity that is standard. Other than that, we can create customized software on a business-to-business basis. So, if I don't want to follow any standard upgrade of CRM, I can customize it the way I want, create my own CRM, and create a new closed integration with everything. I can make my own CRM. The analytics in Oracle CX Sales are good. We can use ODA (Oracle Digital Assistant) to track data. There are some out-of-the-box reports for things like currency exchange data or product lists. These features are there by default. If you need to create new custom reports, it's possible to do so. They've been lagging behind the visual builder recently, but the product has improved.

Quotes from Members

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

Pros

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"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."
"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."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"It has easy-to-use customization features."
"I mainly do customer management, setting records, and things like that."
"CX Sales is very intuitive - you just have to click a few buttons, and you see everything."
"The integration with other systems is easy."
"It is stable and scalable, and their support has been very responsive."
"The solution integrates well."
"Account management is a very good feature. It is conceptualized very well, and we can look at all the projects under one account. The data for those accounts remain there throughout."
"Stability depends on the implementation, but overall, it's quite high."
"Oracle CX Sales is workflow-driven, aligning with best practices in our sales process."
"In my experience, the most valuable feature of Oracle CX Sales varies depending on the vertical of the business you're in. Oracle offers industry-specific products tailored to different sectors. However, the sales cycles and methods remain largely consistent across the board."
 

Cons

"I am looking forward to the support function."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"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 solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
"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."
"We have had some issues with integration between our old database and the Oracle CX Sales Cloud, but it has been working well for the time being."
"The interface of Oracle CX Sales could be more user-friendly."
"They could provide more integrated AI features as part of the platform rather than as a separate offering."
"Support is very poor."
"They should have a mobile app because the sales folks travel a lot. Rather than logging into an application on the desktop, a mobile application update should be easier for them."
"You can get disconnected if you do not have a strong, reliable internet connection."
"The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes."
"They've been lacking in creating customization from scratch and in sales."
 

Pricing and Cost Advice

"It is more expensive than other vendors."
"The pricing seems fair."
"The tool is a bit on the expensive side if we purchase it individually."
"The solution has a corporate enterprise license, which large corporations sign."
"In terms of cost, the product offers competitive pricing for its feature set."
"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."
"It is a decent price compared to multiple vendors and products available in the market."
"Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product."
"The product is pricey."
"The product pricing is reasonable compared to other solutions in the market."
"It's expensive, but worth the money."
"It's more costly, and I would give it a two on a scale from one to five with one being expensive and five being competitive pricing."
"The solution is reasonably priced compared to other tools."
"The price is reasonable."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
15%
Government
8%
Healthcare Company
8%
Manufacturing Company
16%
Computer Software Company
12%
Financial Services Firm
9%
University
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise3
Large Enterprise7
By reviewers
Company SizeCount
Small Business1
Midsize Enterprise2
Large Enterprise12
 

Questions from the Community

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...
What do you like most about Oracle CX Sales?
The integration with other systems is easy.
What is your experience regarding pricing and costs for Oracle CX Sales?
Pricing is based on licensing. They offer three different levels: basic, advanced, and enterprise. While I haven't checked the pricing recently, they often provide good discounts on the product.
What needs improvement with Oracle CX Sales?
The address fields can be limiting on a global scale, with issues like long addresses and different styles for pin codes. Customization of field length and width to accommodate geographical require...
 

Also Known As

No data available
Oracle Sales Cloud
 

Overview

 

Sample Customers

Information Not Available
Batesville, PROMATIS software GmbH, Grupo Arcor, Australian Finance Group Ltd., King Lai Hygienic Materials Co. Ltd., Nico International, Bausch & Lomb India Pvt. Ltd., Acorn Paper Products Company, Beijing East United Grid Technology Co. Ltd., Namu Tech Co. Ltd.
Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Oracle CX Sales and other solutions. Updated: September 2025.
869,095 professionals have used our research since 2012.