Compare Dynamics 365 Customer Service and NiCE CXone 
At a Glance
Market Segments
Mid-Market (53.6% of reviews)
Mid-Market (52.7% of reviews)
Entry-Level Pricing
No pricing available
Starting at $110.00 1 Agent Per Month
Dynamics 365 Customer Service
Star Rating
(32)4.4 out of 5
Market Segments
Mid-Market (53.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Dynamics 365 Customer ServiceNiCE CXone
Star Rating
(1,730)4.3 out of 5
Market Segments
Mid-Market (52.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $110.00 1 Agent Per Month
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that NiCE CXone Mpower excels in ease of use, with users appreciating its intuitive dashboard that allows for easy tracking of calls and agent performance. One user mentioned, "Easy to follow and customize the Dashboard," highlighting its effectiveness in monitoring daily activities.
- Users say that Dynamics 365 Customer Service provides a robust workflow management experience, making it simple to track cases and manage customer interactions across various platforms. A reviewer noted, "The platform makes it easy to track cases, manage workflows, and provide timely support," showcasing its strengths in operational efficiency.
- According to verified reviews, NiCE CXone Mpower has a higher overall satisfaction score compared to Dynamics 365, indicating that users feel more positively about their experience. With a score of 4.3, users appreciate features like the ability to pull calls from reports efficiently, which enhances situational awareness.
- Reviewers mention that while Dynamics 365 Customer Service is relatively easy to set up, NiCE CXone Mpower outperforms it in setup ease, with users reporting a smoother onboarding process. One user highlighted the platform's frequent use for customer outreach, suggesting a seamless integration into daily operations.
- Users highlight that NiCE CXone Mpower offers superior customization options, with a score of 9.1. This flexibility allows businesses to tailor the platform to their specific needs, as one user noted, "I like how it provides different features for us to review our performance."
- G2 reviewers indicate that while both platforms have strong support features, Dynamics 365 Customer Service has a slight edge in quality of support, with users appreciating the ease of raising support tickets. A reviewer mentioned, "Microsoft Support is easy to approach," which can be crucial for businesses needing timely assistance.
Pricing
Entry-Level Pricing
Dynamics 365 Customer Service
No pricing availableNiCE CXone
CXone Omnichannel Suite
Starting at $110.00
1 Agent Per Month
Includes both Digital and Voice Agent plus
- Omnichannel blended routing for digital and voice
- Universal queue with concurrent interaction handling
- Voice and digital capture, storage, search and playback
Free Trial
Dynamics 365 Customer Service
No trial information availableNiCE CXone
Free Trial is available
Ratings
Meets Requirements
8.5
20
8.7
1,193
Ease of Use
7.9
20
8.7
1,211
Ease of Setup
7.4
9
8.0
453
Ease of Admin
7.7
8
8.3
439
Quality of Support
8.4
19
8.3
1,113
Has the product been a good partner in doing business?
8.6
6
8.2
436
Product Direction (% positive)
8.2
19
8.2
1,109
Features by Category
Ticket and Case Management
8.2
10
|
Verified
8.6
7
8.3
10
|
Verified
8.3
7
8.8
10
|
Verified
8.6
7
8.9
9
|
Verified
8.8
7
8.7
9
|
Verified
7.9
7
8.2
10
8.6
7
8.7
9
|
Verified
8.6
7
8.5
10
|
Verified
8.8
7
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
9.4
6
8.7
10
9.5
7
8.3
9
|
Verified
9.0
7
8.0
10
7.8
6
8.5
10
|
Verified
8.8
7
Platform
8.3
6
8.3
7
8.9
6
|
Verified
9.1
11
9.0
7
|
Verified
8.8
7
8.3
7
|
Verified
8.8
7
8.5
9
|
Verified
8.8
7
8.7
9
|
Verified
8.3
7
Dialing Options
Not enough data
8.9
311
|
Verified
Not enough data
9.0
287
|
Verified
Not enough data
Not enough data
Agent Tools
Not enough data
9.0
263
|
Verified
Not enough data
8.9
276
|
Verified
Not enough data
9.2
313
|
Verified
Automation
Not enough data
8.8
230
|
Verified
Not enough data
9.0
247
|
Verified
Not enough data
8.9
210
|
Verified
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
8.3
7
Knowledge Management
Not enough data
8.8
7
Not enough data
7.6
7
Not enough data
8.1
7
Compliance
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
9.0
7
Not enough data
7.4
7
Customer Support
Not enough data
7.9
7
Not enough data
8.1
7
Not enough data
7.6
7
Data Security
Not enough data
8.3
7
Not enough data
8.6
7
Not enough data
8.3
7
Not enough data
8.8
7
Administration
Not enough data
8.8
7
Not enough data
8.8
7
Not enough data
8.6
7
Generative AI
Not enough data
Not enough data
Quality Assurance
Not enough data
9.0
253
Not enough data
9.0
237
Not enough data
8.8
263
Engagement
Not enough data
9.0
238
Not enough data
9.0
250
Not enough data
8.8
238
Performance
Not enough data
8.9
238
Not enough data
9.2
256
Generative AI
Not enough data
5.2
18
Not enough data
5.4
18
Channels
Not enough data
9.1
627
|
Verified
Not enough data
8.5
326
|
Verified
Not enough data
8.5
352
|
Verified
Not enough data
8.3
296
|
Verified
Not enough data
8.5
350
|
Verified
Generative AI
Not enough data
7.0
48
Functions
Not enough data
8.8
653
|
Verified
Not enough data
9.0
692
|
Verified
Not enough data
8.9
547
|
Verified
Not enough data
8.7
386
|
Verified
Not enough data
8.8
458
|
Verified
Not enough data
8.9
553
|
Verified
Not enough data
8.8
556
|
Verified
Not enough data
8.7
497
|
Verified
Agentic AI - Contact Center
Not enough data
8.1
6
Not enough data
7.8
6
Not enough data
8.3
6
Not enough data
7.8
6
Administrative
Not enough data
8.6
516
|
Verified
Not enough data
8.9
546
|
Verified
Not enough data
8.6
643
|
Verified
Not enough data
9.0
513
|
Verified
Not enough data
8.9
432
|
Verified
Workforce Management
Not enough data
9.3
289
|
Verified
Not enough data
9.2
280
|
Verified
Not enough data
8.9
226
|
Verified
Not enough data
9.0
227
|
Verified
Not enough data
8.6
177
|
Verified
Administration
Not enough data
8.9
230
|
Verified
Not enough data
9.2
271
|
Verified
Not enough data
9.0
295
|
Verified
Not enough data
8.7
220
|
Verified
Not enough data
9.0
227
|
Verified
Messaging Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
8.6
32
Not enough data
7.5
27
Not enough data
8.8
34
Not enough data
9.2
38
Not enough data
8.6
35
Not enough data
9.4
31
Not enough data
9.3
37
Generative AI
Not enough data
Feature Not Available
Workforce Management
Not enough data
9.4
36
Not enough data
9.0
33
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
9.4
38
Not enough data
8.8
39
Customer Support
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Artificial Intelligence
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Communication
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
Internal Use
8.9
6
|
Verified
9.1
11
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
Generative AI
Not enough data
Not enough data
Self-Service Experience
8.9
15
8.1
7
8.2
13
7.5
8
8.1
12
7.5
8
7.8
6
7.5
8
7.8
6
7.3
8
Self-Service Platform
8.9
6
8.3
8
9.4
6
8.3
8
8.3
7
7.9
8
8.6
6
8.1
7
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
Generative AI
Not enough data
6.7
5
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
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 and NiCE CXone are categorized as Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Dynamics 365 Customer Service is categorized as Live Chat
Reviews
Reviewers' Company Size
Dynamics 365 Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
NiCE CXone
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
14.8%
Telecommunications
11.1%
Computer Software
11.1%
Banking
7.4%
Accounting
3.7%
Other
51.9%
Consumer Services
10.4%
Information Technology and Services
8.3%
Financial Services
7.9%
Telecommunications
7.1%
Hospital & Health Care
5.8%
Other
60.5%
Alternatives
Discussions
Dynamics 365 Customer Service has no discussions with answers
Does it ever pause or get frozen after a call
2 Comments
AA
In three months of use, 40 hours a week.... Not that often thankfullyRead more
What is NICE CXone used for?
1 Comment
SI
NICE CXone is basically an customer interaction tool that can help you manage the customer interactions from the platform, via Calls, Emails, etc. An good...Read more
Can I use this application for auto dialed jobs?
1 Comment
LH
Yes. This software has a option with chat, email and voice dailRead more
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