# Dynamics 365 Customer Service vs LivePerson Comparison
---
## AI Generated Summary
- **G2 reviewers report** that LivePerson excels in **AI support** , enhancing customer engagement through robust interactions across various communication channels. Users appreciate the platform's ability to automate customer interactions effectively, making it a strong choice for businesses looking to streamline their customer service processes.
- **Users say** that Dynamics 365 Customer Service offers a seamless experience for **case tracking and workflow management**. Reviewers highlight its integration with tools like Teams and Outlook, which simplifies handling customer interactions across multiple platforms, making it a solid option for teams already using Microsoft products.
- **According to verified reviews** , LivePerson stands out for its **ease of use** , with users noting the intuitive interface that helps them navigate the platform effortlessly. This user-friendly design is complemented by features that allow for tracking important metrics, aiding in performance evaluation.
- **Reviewers mention** that while Dynamics 365 Customer Service is relatively easy to set up, some users find the initial configuration process a bit challenging. However, the comprehensive documentation provided by Microsoft Learn and responsive support make it manageable for most users.
- **G2 reviewers highlight** that both platforms receive high marks for **quality of support** , but LivePerson's recent feedback indicates a slight edge in proactive customer engagement strategies. Users appreciate the collaborative features that allow for shared notes and feedback, enhancing team communication.
- **Users report** that while LivePerson has a strong focus on automation and AI, Dynamics 365 shines in its **customization capabilities**. Reviewers note that Dynamics allows for extensive tailoring to meet specific business needs, which can be a significant advantage for organizations with unique workflows.



| | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 32 | 207 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (43.3% of reviews) | 
| **Entry Level Price** | No pricing available | Contact Us | 

---
## Top Pros & Cons

### Dynamics 365 Customer Service

Pros:
- Automation (2 reviews)
- Ease of Use (2 reviews)

Cons:
- Limited Customization (2 reviews)
- Limited Functionality (2 reviews)

### LivePerson

Pros:
- Features (35 reviews)
- Ease of Use (31 reviews)

Cons:
- Learning Curve (21 reviews)
- Complexity (14 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.5 (167 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.4 (169 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.0 (95 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.1 (79 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 8.3 (165 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.0 (81 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 5.6 (163 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### LivePerson

#### Entry-Level Pricing

Plan: Bronze

Price: Contact Us

Description: Boost agent efficiency with a messaging-first workspace

Key Features:
- Agent & Supervisor Experience: Includes multi-channel agent workspace, cobrowse, secure forms to optimize agent productivity and customer experience.
- Administrative Experience: Includes management console, campaign builder, and allow admins to create and manage users and skills.
- Communication Channels: Includes web, app, SMS, Email Connect, Whatsapp, Apple Messaging for Business, Messenger, Instagram, Google RCS Messaging, Google Business Messaging, Kakao Talk, Line, Viber, WeChat.  X (former Twitter) is supported with additional fees. Includes LivePerson Connect to Messaging (C2M) which is an IVR deflection solution that lets brands move voice calls to messages through the Conversational Cloud platform.

[Browse all 3 editions](https://www.g2.com/products/liveperson/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **LivePerson** | N/A | N/A |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.7 (10 reviews) | Not enough data | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | Not enough data | 
| **Social Integration** | 8.0 (10 reviews) | Not enough data | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | Not enough data | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | Not enough data | 

### Conversational Marketing

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Messenger

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Sequencing** | Not enough data | Not enough data | 
| **AI** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customization Interface** | Not enough data | Not enough data | 

#### Channels

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Social Media** | Not enough data | Not enough data | 
| **Website** | Not enough data | Not enough data | 
| **Text Message (SMS)** | Not enough data | Not enough data | 
| **Voice Assistants** | Not enough data | Not enough data | 
| **Other** | Not enough data | Not enough data | 

#### Customers

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Targeting** | Not enough data | Not enough data | 
| **Profiles** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Lead Gathering** | Not enough data | Not enough data | 
| **Sales Conversion** | Not enough data | Not enough data | 

#### Agentic AI - Conversational Marketing

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Call Analytics

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Call Recording** | Not enough data | Not enough data | 
| **Machine Learning** | Not enough data | Not enough data | 
| **Call Analysis** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Customer Scoring** | Not enough data | Not enough data | 
| **Speech-to-Text** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 8.4/10 | 70 |

#### Responses

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (55 reviews) | 
| **Route To Human** | Not enough data | 8.1 (58 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.3 (59 reviews) | 

#### Automation - AI Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Platform

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.6 (55 reviews) | 
| **Integration** | Not enough data | 8.7 (23 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.1 (56 reviews) | 

#### Autonomy -  AI Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.7 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (5 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 8.7/10 | 26 |

#### Responses

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Customization** | Not enough data | 8.6 (14 reviews) | 
| **Control** | Not enough data | 8.6 (14 reviews) | 
| **Route To Human** | Not enough data | 8.7 (17 reviews) | 
| **Menu bars** | Not enough data | 8.6 (13 reviews) | 
| **Drip sequences** | Not enough data | 8.7 (10 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Live chat** | Not enough data | 9.2 (15 reviews) | 
| **Integrations** | Not enough data | 9.0 (13 reviews) | 
| **Branding** | Not enough data | 8.7 (15 reviews) | 
| **Analytics** | Not enough data | 8.0 (15 reviews) | 
| **A/B testing** | Not enough data | 8.6 (12 reviews) | 
| **Role-based access** | Not enough data | 9.0 (12 reviews) | 
| **Collection of information** | Not enough data | 8.6 (12 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.5 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 8.9 (9 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 8.2/10 | 26 |

#### Conversational Platform

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Personalization** | Not enough data | 6.9 (19 reviews) | 
| **Omnichannel** | Not enough data | 8.2 (19 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (16 reviews) | 
| **Proactive Engagement** | Not enough data | 8.5 (19 reviews) | 

#### Support Automation

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.0 (18 reviews) | 
| **Seamless Escalation** | Not enough data | 8.1 (19 reviews) | 
| **Transcripts** | Not enough data | 8.7 (20 reviews) | 
| **Self-Serve Support** | Not enough data | 8.0 (20 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (10 reviews) | 
| **AI Text Summarization** | Not enough data | 8.7 (10 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 8.7/10 | 19 |

#### Customer Support

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Text** | Not enough data | 8.6 (11 reviews) | 
| **Speech** | Not enough data | 8.9 (9 reviews) | 
| **Knowledge Base** | Not enough data | 8.6 (11 reviews) | 

#### Automation

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 9.2 (10 reviews) | 
| **Customization** | Not enough data | 8.6 (11 reviews) | 
| **Intelligent Routing** | Not enough data | 8.5 (11 reviews) | 

#### Artificial Intelligence

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Learning** | Not enough data | 8.3 (12 reviews) | 
| **Language** | Not enough data | 8.8 (11 reviews) | 
| **Conversational AI** | Not enough data | 8.8 (12 reviews) | 

### Bot Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 9.1/10 | 13 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 9.0 (8 reviews) | 
| **AI Text Summarization** | Not enough data | 9.2 (8 reviews) | 

#### Agentic AI - Bot Platforms

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 8.1/10 | 45 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (9 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (9 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.8 (9 reviews) | 

#### Communication

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 9.0 (36 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.8 (34 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 7.2 (19 reviews) | 
| **In-App Messaging** | Not enough data | 8.6 (28 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.4 (15 reviews) ✓ Verified | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.6 (31 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 7.9 (26 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.4 (22 reviews) ✓ Verified | 
| **Knowledge Base** | Not enough data | 7.7 (27 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.8 (23 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 7.5 (29 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **LivePerson** | 8.1/10 | 21 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.3 (16 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 8.0 (9 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 7.5 (8 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 8.2 (11 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 7.8 (12 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 7.9 (12 reviews) | 
| **Automation** | 9.4 (6 reviews) | 8.2 (12 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 8.3 (12 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 8.3 (9 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 7.8/10 | 13 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (5 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (5 reviews) | 

#### Process

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Mentions** | Not enough data | 7.7 (5 reviews) | 
| **Tickets** | Not enough data | 7.6 (7 reviews) | 
| **Macros** | Not enough data | 7.5 (6 reviews) | 

#### Channels

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Email** | Not enough data | 7.4 (7 reviews) | 
| **Social** | Not enough data | 8.1 (8 reviews) | 
| **Live Chat** | Not enough data | 8.1 (6 reviews) | 
| **Phone** | Not enough data | 7.8 (6 reviews) | 
| **Text** | Not enough data | 8.1 (6 reviews) | 

#### Insight

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (6 reviews) | 
| **Reporting** | Not enough data | 7.6 (7 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (7 reviews) | 
| **Help Desk** | Not enough data | 8.1 (7 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Generative AI

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 

### AI SDRs

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 
| **Lead Generation** | Not enough data | Not enough data | 
| **Customer Interaction Automation** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Problem Solving** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 

#### Outbound Sales

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Follow-Up Scheduling** | Not enough data | Not enough data | 
| **Prospect Prioritization** | Not enough data | Not enough data | 
| **Multichannel Campaign Execution** | Not enough data | Not enough data | 
| **Personalized Outreach** | Not enough data | Not enough data | 
| **Outreach Performance Analytics** | Not enough data | Not enough data | 

#### Inbound Sales

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Data Enrichment** | Not enough data | Not enough data | 
| **Inquiry Routing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Real-Time Engagement** | Not enough data | Not enough data | 
| **Lead Qualification** | Not enough data | Not enough data | 

### AI IT Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Automation - AI IT Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Document Processing** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 

#### Autonomy - AI IT Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Adaptive Responses** | Not enough data | Not enough data | 
| **Task Execution** | Not enough data | Not enough data | 
| **Independent Decision Making** | Not enough data | Not enough data | 
| **Problem Solving** | Not enough data | Not enough data | 

#### IT Ticket Management - AI IT Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Ticket Status Updates** | Not enough data | Not enough data | 
| **SLA Monitoring** | Not enough data | Not enough data | 
| **Ticket Categorization** | Not enough data | Not enough data | 
| **Ticket Assignment** | Not enough data | Not enough data | 
| **Automated Ticket Creation** | Not enough data | Not enough data | 

#### IT Support Automation - AI IT Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 
| **Real-Time Troubleshooting** | Not enough data | Not enough data | 
| **User Self-Service Assistance** | Not enough data | Not enough data | 
| **Proactive Issue Detection** | Not enough data | Not enough data | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### SAP Store

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - SAP Store

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | 9.2/10 | 23 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 9.2 (6 reviews) | 
| **Contextual Response Generation** | Not enough data | 9.2 (6 reviews) | 
| **Sentiment Analysis** | Not enough data | 9.2 (6 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 9.2 (6 reviews) | 
| **Multilingual Support** | Not enough data | 9.2 (6 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 9.4 (6 reviews) | 
| **Feedback Collection** | Not enough data | 9.2 (6 reviews) | 
| **Escalation Handling** | Not enough data | 9.2 (6 reviews) | 
| **Workflow Optimization** | Not enough data | 8.8 (8 reviews) | 

#### Automation

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (10 reviews) | 
| **Feedback Collection** | Not enough data | 9.2 (6 reviews) | 
| **Document Processing** | Not enough data | 9.2 (6 reviews) | 

#### Autonomy

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 9.2 (6 reviews) | 
| **Adaptive Responses** | Not enough data | 9.4 (6 reviews) | 
| **Task Execution** | Not enough data | 9.4 (6 reviews) | 
| **Problem Solving** | Not enough data | 9.4 (6 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **LivePerson** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **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 | 

---
## Categories
**Shared Categories (3):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Dynamics 365 Customer Service (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to LivePerson (14):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [AI IT Agents Software](https://www.g2.com/categories/ai-it-agents), [AI SDRs Software](https://www.g2.com/categories/ai-sdrs), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Conversational Marketing Software](https://www.g2.com/categories/conversational-marketing), [Chatbots Software](https://www.g2.com/categories/chatbots), [Bot Platforms](https://www.g2.com/categories/bot-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [SAP Store Software](https://www.g2.com/categories/sap-store), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | LivePerson | 
|---|---|---|
| **Small-Business** | 14.3% | 20.0% | 
| **Mid-Market** | 53.6% | 43.3% | 
| **Enterprise** | 32.1% | 36.7% | 

### By Industry

#### 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%

#### LivePerson

- **Internet:** 14.9%
- **Retail:** 14.4%
- **Telecommunications:** 7.7%
- **Information Technology and Services:** 5.5%
- **Computer Software:** 4.4%
- **Financial Services:** 4.4%
- **Insurance:** 3.9%
- **Apparel & Fashion:** 2.8%
- **Automotive:** 2.8%
- **Outsourcing/Offshoring:** 2.8%
- **Other:** 36.5%

---
## Alternatives

### 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 (7332 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 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 (7614 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)

### Alternatives to LivePerson

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3855 reviews)
- [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.5/5 stars (808 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Drift](https://www.g2.com/products/drift/reviews) — 4.4/5 stars (1256 reviews)
- [Lime Connect (formerly Userlike)](https://www.g2.com/products/lime-connect-formerly-userlike/reviews) — 4.4/5 stars (453 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)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3748 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### LivePerson

- Title: [how to use canned responses in LIveEngage if the hot keys combination is not working](https://www.g2.com/discussions/4254-how-to-use-canned-responses-in-liveengage-if-the-hot-keys-combination-is-not-working) — 2 comments, 1 upvote
  > **Top comment:** "I don't know but for a work around I would think using a word doc or PDF with the canned responses on them that you could copy and paste till liveengagr..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/dynamics-365-customer-service-vs-liveperson)