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Compare Dynamics 365 Customer Service and Genesys Cloud CX

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Dynamics 365 Customer Service
Dynamics 365 Customer Service
(31)
4.4 out of 5
Dynamics 365 Customer Service
By Microsoft
Genesys Cloud CX
Genesys Cloud CX
(1,489)
4.4 out of 5
Genesys Cloud CX
By Genesys
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At a Glance
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Star Rating
(31)4.4 out of 5
Market Segments
Mid-Market (55.6% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer Service
Genesys Cloud CX
Genesys Cloud CX
Star Rating
(1,489)4.4 out of 5
Market Segments
Mid-Market (46.4% of reviews)
Information
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CX
AI Generated Summary
AI-generated. Powered by real user reviews.
  • G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging seamlessly. Users appreciate how this integration simplifies workflows for agents, making it easier to manage multiple channels in one location.
  • Users say that Dynamics 365 Customer Service offers strong case tracking and workflow management capabilities. Reviewers highlight its ability to provide timely support and the ease of managing customer interactions across various platforms, including social media and email.
  • According to verified reviews, Genesys Cloud CX stands out for its user-friendly interface, with many users noting the intuitive design that enhances day-to-day usability. The customizable dashboards and analytics features are particularly praised for helping staff monitor performance effectively.
  • Reviewers mention that while Dynamics 365 Customer Service is relatively easy to set up, some users find the initial configuration process can be a bit challenging. However, the extensive documentation and support from Microsoft are often highlighted as helpful resources for overcoming these hurdles.
  • G2 reviewers indicate that Genesys Cloud CX has a higher overall satisfaction score, reflecting a more positive user experience in areas like ease of use and setup. Users appreciate the quick implementation process, which is often described as straightforward and efficient.
  • Users note that while Dynamics 365 Customer Service has strong customization options, Genesys Cloud CX also offers solid capabilities in this area, though it may not be as flexible as Dynamics. Reviewers appreciate the ability to tailor the platform to their specific needs, enhancing overall functionality.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing available
Genesys Cloud CX
No pricing available
Free Trial
Dynamics 365 Customer Service
No trial information available
Genesys Cloud CX
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.6
1,037
Ease of Use
7.9
20
8.9
1,070
Ease of Setup
7.4
9
8.4
634
Ease of Admin
7.7
8
8.4
586
Quality of Support
8.4
19
8.2
994
Has the product been a good partner in doing business?
8.6
6
8.5
580
Product Direction (% positive)
8.2
19
8.7
939
Features by Category
Help DeskHide 24 FeaturesShow 24 Features
8.5
13
Not enough data
Ticket and Case Management
8.2
10
|
Verified
Not enough data
8.3
10
|
Verified
Not enough data
8.8
10
|
Verified
Not enough data
8.9
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
8.2
10
Not enough data
8.7
9
|
Verified
Not enough data
8.5
10
|
Verified
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Help Desk
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication Channels
8.3
10
|
Verified
Not enough data
8.7
10
Not enough data
8.3
9
|
Verified
Not enough data
8.0
10
Not enough data
8.5
10
|
Verified
Not enough data
Platform
8.3
6
Not enough data
8.9
6
|
Verified
8.4
174
|
Verified
9.0
7
|
Verified
Not enough data
8.3
7
|
Verified
Not enough data
8.5
9
|
Verified
Not enough data
8.7
9
|
Verified
Not enough data
Conversational MarketingHide 21 FeaturesShow 21 Features
Not enough data
9.1
30
Messenger
Not enough data
8.8
23
Not enough data
9.1
26
Not enough data
9.1
25
Not enough data
8.5
25
Channels
Not enough data
9.0
24
Not enough data
9.1
23
Not enough data
9.2
22
Not enough data
8.9
21
Not enough data
9.2
20
Customers
Not enough data
8.9
27
Not enough data
8.6
24
Not enough data
9.1
25
Not enough data
8.7
23
Not enough data
9.2
24
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Auto DialerHide 14 FeaturesShow 14 Features
Not enough data
8.9
194
Dialing Options
Not enough data
8.9
143
Not enough data
8.9
127
Not enough data
9.2
6
Agent Tools
Not enough data
8.6
123
Not enough data
8.6
136
Not enough data
9.2
160
Automation
Not enough data
8.6
120
Not enough data
9.2
145
Not enough data
8.7
107
Agentic AI - Auto Dialer
Not enough data
9.2
6
Not enough data
8.6
6
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Contact Center Quality AssuranceHide 10 FeaturesShow 10 Features
Not enough data
8.2
189
Quality Assurance
Not enough data
8.7
157
Not enough data
8.6
148
Not enough data
7.7
159
Engagement
Not enough data
8.5
138
Not enough data
8.2
158
Not enough data
8.2
146
Performance
Not enough data
8.5
153
Not enough data
8.9
151
Generative AI
Not enough data
7.1
33
Not enough data
7.5
33
Contact CenterHide 23 FeaturesShow 23 Features
Not enough data
8.3
502
Channels
Not enough data
9.1
343
|
Verified
Not enough data
8.2
203
Not enough data
8.6
235
|
Verified
Not enough data
8.3
202
|
Verified
Not enough data
8.3
234
|
Verified
Generative AI
Not enough data
7.8
68
Functions
Not enough data
8.8
392
|
Verified
Not enough data
8.8
400
|
Verified
Not enough data
8.8
337
|
Verified
Not enough data
8.3
232
|
Verified
Not enough data
8.5
242
|
Verified
Not enough data
9.1
313
|
Verified
Not enough data
8.8
300
|
Verified
Not enough data
8.6
242
Agentic AI - Contact Center
Not enough data
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Administrative
Not enough data
8.3
354
|
Verified
Not enough data
8.8
395
|
Verified
Not enough data
7.5
430
|
Verified
Not enough data
8.8
285
|
Verified
Not enough data
8.4
256
AI Agents For Business OperationsHide 17 FeaturesShow 17 Features
Not enough data
Not enough data
Responses
Not enough data
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Automation - AI Agents
Not enough data
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Platform
Not enough data
8.8
35
Not enough data
9.2
35
Not enough data
9.1
33
Autonomy - AI Agents
Not enough data
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Generative AI
Not enough data
Feature Not Available
Not enough data
Feature Not Available
ChatbotsHide 14 FeaturesShow 14 Features
Not enough data
8.7
67
Responses
Not enough data
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Platform
Not enough data
8.9
56
Not enough data
8.9
59
Not enough data
9.0
56
Not enough data
8.5
59
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Generative AI
Not enough data
8.6
29
Not enough data
8.6
29
Contact Center WorkforceHide 10 FeaturesShow 10 Features
Not enough data
8.4
196
Workforce Management
Not enough data
8.7
171
Not enough data
8.6
161
Not enough data
8.5
152
Not enough data
8.2
150
Not enough data
8.0
118
Administration
Not enough data
8.1
144
Not enough data
8.5
163
Not enough data
8.4
170
Not enough data
7.9
143
Not enough data
8.5
152
Co-BrowsingHide 5 FeaturesShow 5 Features
Not enough data
9.2
27
Administration
Not enough data
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Security
Not enough data
9.3
24
Not enough data
9.4
23
Proactive NotificationHide 8 FeaturesShow 8 Features
Not enough data
9.0
47
Messaging Channels
Not enough data
9.0
30
Not enough data
9.1
31
Not enough data
9.2
33
Not enough data
9.0
32
Administration
Not enough data
9.0
34
Not enough data
8.9
32
Not enough data
8.6
32
Not enough data
9.0
35
Call Center Infrastructure (CCI)Hide 16 FeaturesShow 16 Features
Not enough data
8.1
181
Platform
Not enough data
8.7
146
Not enough data
7.8
131
Not enough data
8.8
165
Not enough data
9.2
167
Not enough data
8.8
162
Not enough data
9.2
160
Not enough data
9.1
162
Generative AI
Not enough data
7.6
60
Workforce Management
Not enough data
8.9
153
Not enough data
8.8
150
Call Center Infrastructure (CCI)
Not enough data
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Administrative
Not enough data
9.0
159
Not enough data
8.2
160
Customer Service AutomationHide 9 FeaturesShow 9 Features
Not enough data
8.8
43
Customer Support
Not enough data
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Automation
Not enough data
8.7
33
Not enough data
8.6
37
Not enough data
9.0
35
Artificial Intelligence
Not enough data
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Live ChatHide 14 FeaturesShow 14 Features
Not enough data
8.3
238
Generative AI
Not enough data
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Communication
Not enough data
8.6
172
|
Verified
Not enough data
8.4
175
|
Verified
Not enough data
8.4
130
Not enough data
8.5
142
Not enough data
8.4
97
Internal Use
8.9
6
|
Verified
8.4
174
|
Verified
Not enough data
8.6
167
|
Verified
Not enough data
8.4
128
|
Verified
Not enough data
8.4
144
|
Verified
Not enough data
8.2
137
|
Verified
Not enough data
8.4
137
|
Verified
Customer Self-ServiceHide 17 FeaturesShow 17 Features
8.4
17
Not enough data
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.9
15
Not enough data
8.2
13
Not enough data
8.1
12
Not enough data
7.8
6
Not enough data
7.8
6
Not enough data
Self-Service Platform
8.9
6
Not enough data
9.4
6
Not enough data
8.3
7
Not enough data
8.6
6
Not enough data
Agentic AI - Customer Self-Service
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Social Customer ServiceHide 14 FeaturesShow 14 Features
Not enough data
8.7
45
Generative AI
Not enough data
6.9
13
Not enough data
7.2
13
Process
Not enough data
8.3
28
Not enough data
9.0
31
Not enough data
8.7
29
Channels
Not enough data
9.1
32
Not enough data
8.9
33
Not enough data
8.7
34
Not enough data
9.7
36
Not enough data
9.1
33
Insight
Not enough data
9.3
30
Not enough data
9.0
35
Not enough data
8.9
33
Not enough data
9.4
31
Speech AnalyticsHide 1 FeatureShow 1 Feature
Not enough data
7.5
27
Generative AI
Not enough data
7.5
27
Digital Customer Service PlatformsHide 2 FeaturesShow 2 Features
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
VoIP ProvidersHide 22 FeaturesShow 22 Features
Not enough data
8.3
67
Platform Basics - VoIP Providers
Not enough data
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Basic Communication
Not enough data
9.6
64
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
Not enough data
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Advanced Features
Not enough data
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
AI Voice AssistantsHide 6 FeaturesShow 6 Features
Not enough data
8.7
9
Voice Recognition - AI Voice Assistants
Not enough data
8.5
8
Speech Synthesis - AI Voice Assistants
Not enough data
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Security and privacy - AI Voice Assistants
Not enough data
8.8
8
Compatibility - AI Voice Assistants
Not enough data
8.8
8
Genesys AppFoundry MarketplaceHide 6 FeaturesShow 6 Features
Not enough data
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Outbound Call TrackingHide 16 FeaturesShow 16 Features
Not enough data
8.3
67
Agentic AI - Outbound Call Tracking
Not enough data
6.2
10
Not enough data
6.2
10
Calling
Not enough data
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Contacts
Not enough data
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Insights
Not enough data
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
UCaaS PlatformsHide 13 FeaturesShow 13 Features
Not enough data
8.7
66
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
Not enough data
8.9
42
Not enough data
9.2
46
|
Verified
Not enough data
9.1
51
|
Verified
Features
Not enough data
8.6
38
Not enough data
8.0
32
Not enough data
8.2
34
|
Verified
Not enough data
9.1
35
|
Verified
Not enough data
8.9
32
|
Verified
Not enough data
Feature Not Available
AI Customer Support AgentsHide 16 FeaturesShow 16 Features
Not enough data
7.3
27
Customer Query Resolution - AI Customer Support Agents
Not enough data
7.2
20
Not enough data
6.7
20
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.6
19
Customer Interaction Automation - AI Customer Support Agents
Not enough data
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
7.7
19
Automation
Not enough data
8.2
20
Not enough data
8.2
19
Not enough data
7.5
19
Autonomy
Not enough data
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
AI AgentsHide 7 FeaturesShow 7 Features
Not enough data
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Genesys Cloud CX
Genesys Cloud CX
Dynamics 365 Customer Service and Genesys Cloud CX are categorized as Live Chat
Unique Categories
Dynamics 365 Customer Service
Dynamics 365 Customer Service is categorized as Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Genesys Cloud CX
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
14.8%
Mid-Market(51-1000 emp.)
55.6%
Enterprise(> 1000 emp.)
29.6%
Genesys Cloud CX
Genesys Cloud CX
Small-Business(50 or fewer emp.)
13.9%
Mid-Market(51-1000 emp.)
46.4%
Enterprise(> 1000 emp.)
39.7%
Reviewers' Industry
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Wholesale
3.7%
Other
51.9%
Genesys Cloud CX
Genesys Cloud CX
Information Technology and Services
10.8%
Financial Services
10.3%
Telecommunications
5.7%
Consumer Services
5.1%
Insurance
4.6%
Other
63.4%
Alternatives
Dynamics 365 Customer Service
Dynamics 365 Customer Service Alternatives
Salesforce Service Cloud
SF Service Cloud
Add Salesforce Service Cloud
Zendesk for Customer Service - AC
Zendesk for Customer Service - AC
Add Zendesk for Customer Service - AC
Freshdesk
Freshdesk
Add Freshdesk
HubSpot Service Hub
Service Hub
Add HubSpot Service Hub
Genesys Cloud CX
Genesys Cloud CX Alternatives
Five9 Intelligent Cloud Contact Center Platform
Five9 Intelligent Cloud Contact Center Platform
Add Five9 Intelligent Cloud Contact Center Platform
Talkdesk
Talkdesk
Add Talkdesk
NiCE CXone Mpower
NiCE CXone Mpower
Add NiCE CXone Mpower
Sprinklr Service
Sprinklr Service
Add Sprinklr Service
Discussions
Dynamics 365 Customer Service
Dynamics 365 Customer Service Discussions
Monty the Mongoose crying
Dynamics 365 Customer Service has no discussions with answers
See all discussions
Genesys Cloud CX
Genesys Cloud CX Discussions
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Anyone integrated PureCloud with custom CRM?
5 Comments
Aarde C.
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
See all discussions
Ask Microsoft Dynamics 365 Customer Service a QuestionContact Microsoft Dynamics 365 Customer Service
Ask Genesys Cloud CX a QuestionContact Genesys Cloud CX

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Dynamics 365 Customer Service
Dynamics 365 Customer Service
Genesys Cloud CX
Genesys Cloud CX
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