We Evaluated the Microsoft's CRM, SAP CX, and Salesforce Service Cloud. 

We considered Microsoft 365 and SAP.

We also used Oracle for a short duration.

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

There are several Case Management and Call Centre solutions, but the Salesforce product is considered a best-of-breed solution, and is a leading industry product. Compared to Siebel and other case management solutions, Service Cloud is more cost effective and easier to configure.

The most recent two were a choice between native ERP (Epicor) functionality and SFDC. These were the only two reasonable options because built-in compatibility with the ERP was a condition.

N/A

We did evaluate Microsoft CRM, but you get what you pay for there. We needed the flexibility and dependability of the Salesforce product.

From a startup, marketing/sales/service can implement this product to increase productivity and customer satisfaction.

No, not really. We had known about Salesforce for while, so when the question was raised that we needed a new CRM system, Salesforce was chosen by default.

We also looked at Pegasystems.

With the consideration of cost, platform extendability, and performance, Salesforce was finally chosen.