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."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 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."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The stability is really good."
"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."
"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."
"Multifeatured CRM software with good stability and scalability."
"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."
"Technical support is completely good."
"Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support."
"Microsoft Dynamics CRM is a stable solution."
"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."
"When you have a vanilla, straightforward version, it is easy to use."
"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."
"AI still needs improvement when it comes to predictive engagement."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."
"We had to do some customizations on top and it got a bit cumbersome."
"It would be better if it were more secure."
"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."
"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."
"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"If there was a bit more automation, specifically for marketing tasks, that would be ideal."
"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."
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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