We performed a comparison between Genesys Cloud CX and Microsoft Dynamics CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Amazon Web Services (AWS), Genesys, Five9 and others in Contact Center Platforms."Genesys Cloud is an excellent platform."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"The latest version and updates have been great. It really has everything we need."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"It integrates well with other Microsoft products."
"The initial setup is very easy."
"The most valuable feature is the reporting tab."
"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."
"The solution's return on investment is worth it."
"When you have a vanilla, straightforward version, it is easy to use."
"My access to Microsoft Dynamics CRM is limited, so I can only access the feature of registering the pipeline and activities. That feature is enough for me to do the job, and is what I find most valuable in the solution."
"Multifeatured CRM software with good stability and scalability."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"AI still needs improvement when it comes to predictive engagement."
"The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult."
"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."
"I am happy with it. If anything, its interface could be improved."
"They should work on improving the solution's scalability."
"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."
"It would be better if it were more secure."
"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."
"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."
Genesys Cloud CX is ranked 2nd in Contact Center Platforms with 9 reviews while Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews. Genesys Cloud CX is rated 9.0, while Microsoft Dynamics CRM is rated 7.8. The top reviewer of Genesys Cloud CX writes "Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers ". On the other hand, the top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, Five9, NICE CXone and Cisco CCX, whereas Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow, Siebel CRM and monday.com.
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