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Interactive Intelligence vs Microsoft Dynamics 365 Customer Service 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

Interactive Intelligence
Ranking in CRM
70th
Average Rating
9.0
Reviews Sentiment
6.3
Number of Reviews
2
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.0
Reviews Sentiment
6.9
Number of Reviews
19
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Interactive Intelligence is 0.1%, down from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Luis Teran - PeerSpot reviewer
Reliable with very good social media integration and easy to use
The deployment is a bit harder as you sometimes need help. For us, we have experience. It is not so hard, however, we have a dependency on the operative system, such as Microsoft with Windows Server 2019 or 2016. You must get that kind of system. Also, you need to get this updated and you have many dependencies that you have to work with. The deployment is easy, however, when you want to get the IDR or you want to get the integrations as you want them, you need to deal with so many dependencies with other platforms that it can get hard. That's what's hard with the solution. The solution itself is, of course, it's easy for us, for an engineer, however, for untrained people, that is hard. For the deployment, if the contact center is a large contact center, you must get four engineers or five engineers to do the deployment. Most of them will make the integration and the others will configure the IDR. Another will deploy the integration, and that's all. Of course, then, there will be the documentation you need to deal with.
Akshat Prakash - PeerSpot reviewer
A stable solution that can be used for regular office communication, collaboration, and office documentation
We use Microsoft Dynamics 365 Customer Service for regular office communication, collaboration, and office documentation Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service. The solution could…

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."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"I liked the solution's web version and user interface."
"I mainly do customer management, setting records, and things like that."
"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."
"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."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"The insights are quite helpful."
 

Cons

"The problem with this current system is that the support is not great."
"The initial setup can be a bit difficult."
"There are some occasional performance issues."
"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"The product doesn’t meet standard functionality. There should be enough features included in it."
"They could add a new chart or dashboard for visualization in the product."
"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."
 

Pricing and Cost Advice

Information not available
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"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."
"It is more expensive than other vendors."
"It is a decent price compared to multiple vendors and products available in the market."
"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."
"The pricing seems fair."
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Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The price performance is excellent, rated eight out of ten. We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing...
What needs improvement with Microsoft Dynamics 365 Customer Service?
The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features.
 

Overview

 

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
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Find out what your peers are saying about Interactive Intelligence vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: April 2025.
847,646 professionals have used our research since 2012.