# Avaya Experience Platform vs Dynamics 365 Customer Service Comparison | | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Star Rating** | 4.1 out of 5 | 4.4 out of 5 | | **Total Reviews** | 181 | 32 | | **Largest Market Segment** | Enterprise (52.6% of reviews) | Mid-Market (53.6% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | --- ## Top Pros & Cons ### Avaya Experience Platform Pros: - Calling Features (2 reviews) - Analytics (1 reviews) Cons: - Complexity (1 reviews) - Customization Difficulty (1 reviews) ### Dynamics 365 Customer Service Pros: - Automation (2 reviews) - Ease of Use (2 reviews) Cons: - Limited Customization (2 reviews) - Limited Functionality (2 reviews) --- ## Ratings Comparison | Rating | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Meets Requirements** | 8.6 (132 reviews) | 8.5 (20 reviews) | | **Ease of Use** | 8.4 (131 reviews) | 7.9 (20 reviews) | | **Ease of Setup** | 7.5 (34 reviews) | 7.4 (9 reviews) | | **Ease of Admin** | 7.8 (33 reviews) | 7.7 (8 reviews) | | **Quality of Support** | 8.2 (118 reviews) | 8.4 (19 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 8.6 (6 reviews) | | **Product Direction (% positive)** | 7.1 (129 reviews) | 8.2 (19 reviews) | --- ## Pricing ### Avaya Experience Platform #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Dynamics 365 Customer Service #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Dynamics 365 Customer Service** | 8.5/10 | 13 | #### Ticket and Case Management | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Ticket creation user experience** | Not enough data | 8.2 (10 reviews) ✓ Verified | | **Ticket response user experience** | Not enough data | 8.3 (10 reviews) ✓ Verified | | **Workflow** | Not enough data | 8.8 (10 reviews) ✓ Verified | | **Response Automation** | Not enough data | 8.9 (9 reviews) ✓ Verified | | **SLA Management** | Not enough data | 8.7 (9 reviews) ✓ Verified | | **Attachments/Screencasts** | Not enough data | 8.2 (10 reviews) | | **Ticket Collaboration** | Not enough data | 8.7 (9 reviews) ✓ Verified | | **Customer and Contacts Database** | Not enough data | 8.5 (10 reviews) ✓ Verified | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | #### Communication Channels | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Customer Portal** | Not enough data | 8.3 (10 reviews) ✓ Verified | | **Email to Case** | Not enough data | 8.7 (10 reviews) | | **Chat/Live Support** | Not enough data | 8.3 (9 reviews) ✓ Verified | | **Social Integration** | Not enough data | 8.0 (10 reviews) | | **Voice** | Not enough data | 8.5 (10 reviews) ✓ Verified | #### Platform | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Mobile User Support** | Not enough data | 8.3 (6 reviews) | | **Customization ** | Not enough data | 8.9 (6 reviews) ✓ Verified | | **User, Role, and Access Management** | Not enough data | 9.0 (7 reviews) ✓ Verified | | **Integration** | Not enough data | 8.3 (7 reviews) ✓ Verified | | **Reporting** | Not enough data | 8.5 (9 reviews) ✓ Verified | | **Dashboards** | Not enough data | 8.7 (9 reviews) ✓ Verified | ### Contact Center | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | 8.6/10 | 46 | | **Dynamics 365 Customer Service** | N/A | N/A | #### Channels | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Voice** | 9.3 (15 reviews) ✓ Verified | Not enough data | | **Social** | 8.9 (11 reviews) | Not enough data | | **Web Chat** | 8.1 (15 reviews) ✓ Verified | Not enough data | | **Mobile SMS** | 7.7 (10 reviews) | Not enough data | | **Email** | 8.2 (14 reviews) ✓ Verified | Not enough data | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Functions | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Session Routing** | 8.6 (34 reviews) ✓ Verified | Not enough data | | **Session Queuing** | 8.9 (34 reviews) | Not enough data | | **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | Not enough data | | **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | Not enough data | | **Auto Dialer** | 8.1 (16 reviews) | Not enough data | | **IVR** | 8.9 (14 reviews) ✓ Verified | Not enough data | | **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | Not enough data | | **Persistent Data** | 9.3 (14 reviews) ✓ Verified | Not enough data | #### Agentic AI - Contact Center | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | #### Administrative | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | Not enough data | | **Administrator Access** | 8.7 (27 reviews) ✓ Verified | Not enough data | | **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | Not enough data | | **Session Recording** | 8.6 (12 reviews) ✓ Verified | Not enough data | | **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | Not enough data | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | 7.9/10 | 5 | | **Dynamics 365 Customer Service** | N/A | N/A | #### Workforce Management | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Agent Availability** | 7.7 (5 reviews) ✓ Verified | Not enough data | | **Skills Management** | 7.3 (5 reviews) ✓ Verified | Not enough data | | **Shift Scheduling** | Not enough data | Not enough data | | **Agent Self-Service** | 9.3 (5 reviews) ✓ Verified | Not enough data | | **Mobile Access** | Not enough data | Not enough data | #### Administration | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Automation** | Not enough data | Not enough data | | **Performance Analysis** | 7.3 (5 reviews) ✓ Verified | Not enough data | | **Dashboards** | 7.3 (5 reviews) ✓ Verified | Not enough data | | **Forecasting** | Not enough data | Not enough data | | **Intraday Management** | 8.7 (5 reviews) ✓ Verified | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | | **AI Text-to-Speech** | Not enough data | Not enough data | #### Communication | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Pop-up Chat** | Not enough data | Not enough data | | **Notifications** | Not enough data | Not enough data | | **Targeted Emails** | Not enough data | Not enough data | | **In-App Messaging** | Not enough data | Not enough data | | **Co-Browsing** | Not enough data | Not enough data | #### Internal Use | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Customization ** | Not enough data | 8.9 (6 reviews) ✓ Verified | | **Conversation Archiving** | Not enough data | Not enough data | | **Lead Development** | Not enough data | Not enough data | | **Knowledge Base** | Not enough data | Not enough data | | **Team Inbox ** | Not enough data | Not enough data | | **Customer Profiles** | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Dynamics 365 Customer Service** | 8.4/10 | 17 | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Knowledge Base** | Not enough data | 8.9 (15 reviews) | | **Searchable Articles** | Not enough data | 8.2 (13 reviews) | | **Community Forums** | Not enough data | 8.1 (12 reviews) | | **Mobile Optimization** | Not enough data | 7.8 (6 reviews) | | **Personalization** | Not enough data | 7.8 (6 reviews) | #### Self-Service Platform | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Branding** | Not enough data | 8.9 (6 reviews) | | **Automation** | Not enough data | 9.4 (6 reviews) | | **Artificial Intelligence** | Not enough data | 8.3 (7 reviews) | | **Integrations** | Not enough data | 8.6 (6 reviews) | #### Agentic AI - Customer Self-Service | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **Avaya Experience Platform** | N/A | N/A | | **Dynamics 365 Customer Service** | N/A | N/A | #### Generative AI | Feature | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service) **Unique to Avaya Experience Platform (3):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) **Unique to Dynamics 365 Customer Service (3):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) --- ## Reviewer Demographics ### By Company Size | Segment | Avaya Experience Platform | Dynamics 365 Customer Service | |---|---|---| | **Small-Business** | 13.8% | 14.3% | | **Mid-Market** | 33.6% | 53.6% | | **Enterprise** | 52.6% | 32.1% | ### By Industry #### Avaya Experience Platform - **Telecommunications:** 14.5% - **Consumer Services:** 10.5% - **Information Technology and Services:** 10.5% - **Insurance:** 9.9% - **Hospital & Health Care:** 4.6% - **Financial Services:** 4.6% - **Internet:** 2.6% - **Entertainment:** 2.6% - **Retail:** 2.0% - **Banking:** 2.0% - **Other:** 36.2% #### Dynamics 365 Customer Service - **Information Technology and Services:** 14.8% - **Telecommunications:** 11.1% - **Computer Software:** 11.1% - **Banking:** 7.4% - **Accounting:** 3.7% - **Consumer Electronics:** 3.7% - **Consumer Services:** 3.7% - **Financial Services:** 3.7% - **Fine Art:** 3.7% - **Food Production:** 3.7% - **Other:** 33.3% --- ## Alternatives ### Alternatives to Avaya Experience Platform - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (86 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1585 reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews) ### Alternatives to Dynamics 365 Customer Service - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7333 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6944 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (977 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (429 reviews) - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7618 reviews) - [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) --- ## Top Discussions ### Avaya Experience Platform No discussions available for this product. ### Dynamics 365 Customer Service No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-experience-platform-vs-dynamics-365-customer-service)