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 #13 with an average rating of 8.1. 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

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350 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 19 Microsoft Dynamics 365 Customer Service reviews

253 Views
155 Comparison Views

94% willing to recommend

IQVIA Orchestrated Customer...

Microsoft Dynamics 365 Cust...

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Executive Summary

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

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Buyer's Guide

CRM

March 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

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

13th

Average Rating

8.0

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of IQVIA Orchestrated Customer Engagement is 0.6%, down from 1.6% 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

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.

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Akshat Prakash

Consultant at BP

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…

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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

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

"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."

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

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

"It is easy to integrate with other tools, and the customer service is excellent."

"I liked the solution's web version and user interface."

"Offers integration with hosted solutions."

"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."

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."

"The things that are needed are not available in the documentation."

"The platform’s UI could be better."

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

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

"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."

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

"The product doesn’t meet standard functionality. There should be enough features included in it."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

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

"The pricing seems fair."

"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 solution has a corporate enterprise license, which large corporations sign."

"It is more expensive than other vendors."

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

"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."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

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Top Industries

By visitors reading reviews

Healthcare Company

30%

Computer Software Company

11%

Financial Services Firm

Manufacturing Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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 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...

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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.

See all answers

Comparisons

Salesforce Sales Cloud vs IQVIA Orchestrated Customer Engagement

Compared 100% of the time

More IQVIA Orchestrated Customer Engagement Competitors

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 74% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 26% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

March 2025

IQVIA Orchestrated Customer Engagement report

Download IQVIA Orchestrated Customer Engagement product report

Buyer's Guide

Microsoft Dynamics 365 Customer Service

March 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 Salesforce, Microsoft, SAP and others in CRM. Updated: March 2025.

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