# Dynamics 365 Customer Service vs NiCE CXone Comparison
---
## AI Generated Summary
- **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.



| | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 32 | 1,731 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Mid-Market (52.6% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $110.00 1 Agent Per Month | 

---
## 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)

### NiCE CXone

Pros:
- Ease of Use (38 reviews)
- Features (27 reviews)

Cons:
- Call Issues (14 reviews)
- Technical Issues (14 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.7 (1194 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.7 (1212 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.0 (454 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.3 (439 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 8.3 (1114 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.2 (436 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 8.2 (1110 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### NiCE CXone

#### Entry-Level Pricing

Plan: CXone Omnichannel Suite

Price: Starting at $110.00 1 Agent Per Month

Description: Includes both Digital and Voice Agent plus

Key Features:
- Omnichannel blended routing for digital and voice​
- Universal queue with concurrent interaction handling​
- Voice and digital capture, storage, search and playback​

[Browse all 5 editions](https://www.g2.com/products/nice-cxone/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **NiCE CXone** | 8.7/10 | 12 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 8.3 (7 reviews) | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 7.9 (7 reviews) | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 8.6 (7 reviews) | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 8.6 (7 reviews) | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 8.8 (7 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 | NiCE CXone | 
|---|---|---|
| **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 | NiCE CXone | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 9.4 (6 reviews) | 
| **Email to Case** | 8.7 (10 reviews) | 9.5 (7 reviews) | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 9.0 (7 reviews) | 
| **Social Integration** | 8.0 (10 reviews) | 7.8 (6 reviews) | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | 8.8 (7 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 8.3 (7 reviews) | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 8.8 (7 reviews) | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 8.3 (7 reviews) | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 412 |

#### Dialing Options

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Preview Dialing** | Not enough data | 8.9 (311 reviews) ✓ Verified | 
| **Progressive Dialing** | Not enough data | 9.0 (287 reviews) ✓ Verified | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | 9.0 (263 reviews) ✓ Verified | 
| **Callback Scheduling ** | Not enough data | 8.9 (276 reviews) ✓ Verified | 
| **Call Recording ** | Not enough data | 9.2 (313 reviews) ✓ Verified | 

#### Automation

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | 8.8 (230 reviews) ✓ Verified | 
| **Interactive Voice Response (IVR)** | Not enough data | 9.0 (247 reviews) ✓ Verified | 
| **Call Scrubbing** | Not enough data | 8.9 (210 reviews) ✓ Verified | 

#### Agentic AI - Auto Dialer

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 8.4/10 | 7 |

#### Administration

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Database Management ** | Not enough data | 9.0 (7 reviews) | 
| **Data Workflows** | Not enough data | 8.8 (7 reviews) | 
| **Issue Management** | Not enough data | 8.3 (7 reviews) | 

#### Knowledge Management

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.8 (7 reviews) | 
| **Publishing Workflows** | Not enough data | 7.6 (7 reviews) | 
| **Analytics** | Not enough data | 8.1 (7 reviews) | 

#### Compliance

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.1 (7 reviews) | 
| **Data Governance** | Not enough data | 8.1 (7 reviews) | 
| **Compliance** | Not enough data | 9.0 (7 reviews) | 
| **Auditing** | Not enough data | 7.4 (7 reviews) | 

#### Customer Support

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Intelligent Search** | Not enough data | 7.9 (7 reviews) | 
| **Suggestions** | Not enough data | 8.1 (7 reviews) | 
| **Decision Trees** | Not enough data | 7.6 (7 reviews) | 

#### Data Security

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.3 (7 reviews) | 
| **Data Transport** | Not enough data | 8.6 (7 reviews) | 
| **Access Management** | Not enough data | 8.3 (7 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.8 (7 reviews) | 

#### Administration

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.8 (7 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.8 (7 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (7 reviews) | 

#### Generative AI

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

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 8.2/10 | 347 |

#### Quality Assurance

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Evaluation** | Not enough data | 9.0 (253 reviews) | 
| **Calibration** | Not enough data | 9.0 (237 reviews) | 
| **Reports** | Not enough data | 8.8 (263 reviews) | 

#### Engagement

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Feedback** | Not enough data | 9.0 (238 reviews) | 
| **Dashboards** | Not enough data | 9.0 (250 reviews) | 
| **Training** | Not enough data | 8.8 (238 reviews) | 

#### Performance

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Integrations** | Not enough data | 8.9 (238 reviews) | 
| **Compliance** | Not enough data | 9.2 (256 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **AI Text Generation** | Not enough data | 5.2 (18 reviews) | 
| **AI Text Summarization** | Not enough data | 5.4 (18 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 8.6/10 | 855 |

#### Channels

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Voice** | Not enough data | 9.1 (627 reviews) ✓ Verified | 
| **Social** | Not enough data | 8.5 (327 reviews) ✓ Verified | 
| **Web Chat** | Not enough data | 8.5 (353 reviews) ✓ Verified | 
| **Mobile SMS** | Not enough data | 8.3 (296 reviews) ✓ Verified | 
| **Email** | Not enough data | 8.6 (351 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.0 (48 reviews) | 

#### Functions

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Session Routing** | Not enough data | 8.8 (654 reviews) ✓ Verified | 
| **Session Queuing** | Not enough data | 9.0 (692 reviews) ✓ Verified | 
| **Concurrent Calling** | Not enough data | 8.9 (547 reviews) ✓ Verified | 
| **Speech Analytics** | Not enough data | 8.7 (386 reviews) ✓ Verified | 
| **Auto Dialer** | Not enough data | 8.8 (458 reviews) ✓ Verified | 
| **IVR** | Not enough data | 8.9 (553 reviews) ✓ Verified | 
| **Inbound Screen Pop** | Not enough data | 8.8 (556 reviews) ✓ Verified | 
| **Persistent Data** | Not enough data | 8.7 (497 reviews) ✓ Verified | 

#### Agentic AI - Contact Center

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (6 reviews) | 
| **Cross-system Integration** | Not enough data | 8.1 (7 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (6 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (6 reviews) | 

#### Administrative

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 8.6 (516 reviews) ✓ Verified | 
| **Administrator Access** | Not enough data | 8.9 (546 reviews) ✓ Verified | 
| **Reporting & Dashboards** | Not enough data | 8.6 (644 reviews) ✓ Verified | 
| **Session Recording** | Not enough data | 9.0 (513 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | Not enough data | 8.9 (433 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 9.0/10 | 392 |

#### Workforce Management

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Agent Availability** | Not enough data | 9.3 (289 reviews) ✓ Verified | 
| **Skills Management** | Not enough data | 9.2 (280 reviews) ✓ Verified | 
| **Shift Scheduling** | Not enough data | 8.9 (226 reviews) ✓ Verified | 
| **Agent Self-Service** | Not enough data | 9.0 (227 reviews) ✓ Verified | 
| **Mobile Access** | Not enough data | 8.6 (177 reviews) ✓ Verified | 

#### Administration

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Automation** | Not enough data | 8.9 (230 reviews) ✓ Verified | 
| **Performance Analysis** | Not enough data | 9.2 (271 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 9.0 (295 reviews) ✓ Verified | 
| **Forecasting** | Not enough data | 8.7 (220 reviews) ✓ Verified | 
| **Intraday Management** | Not enough data | 9.0 (227 reviews) ✓ Verified | 

### Proactive Notification

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

#### Messaging Channels

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **SMS Messaging** | Not enough data | Not enough data | 
| **Email** | Not enough data | Not enough data | 
| **Voice Messaging** | Not enough data | Not enough data | 
| **Two way messaging** | Not enough data | Not enough data | 

#### Administration

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Scheduling** | Not enough data | Not enough data | 
| **Triggered Notifications** | Not enough data | Not enough data | 
| **Segmentation** | Not enough data | Not enough data | 
| **Integrations** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 8.9/10 | 40 |

#### Platform

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.6 (32 reviews) | 
| **Mobile Access** | Not enough data | 7.5 (27 reviews) | 
| **Queue Management** | Not enough data | 8.8 (34 reviews) | 
| **Call Routing** | Not enough data | 9.2 (38 reviews) | 
| **Call Back** | Not enough data | 8.6 (35 reviews) | 
| **IVR** | Not enough data | 9.4 (31 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.3 (37 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Workforce Management

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Call Monitoring** | Not enough data | 9.4 (36 reviews) | 
| **Performance Evaluation** | Not enough data | 9.0 (33 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Call Recording** | Not enough data | 9.4 (38 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.8 (39 reviews) | 

### Customer Service Automation

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

#### Customer Support

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Text** | Not enough data | Not enough data | 
| **Speech** | Not enough data | Not enough data | 
| **Knowledge Base** | Not enough data | Not enough data | 

#### Automation

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Ticket Resolution** | Not enough data | Not enough data | 
| **Customization** | Not enough data | Not enough data | 
| **Intelligent Routing** | Not enough data | Not enough data | 

#### Artificial Intelligence

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Learning** | Not enough data | Not enough data | 
| **Language** | Not enough data | Not enough data | 
| **Conversational AI** | Not enough data | Not enough data | 

### Live Chat

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

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 9.1 (11 reviews) | 
| **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 |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **NiCE CXone** | 7.8/10 | 8 |

#### Generative AI

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

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.1 (7 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 7.5 (8 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 7.5 (8 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 7.5 (8 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 7.3 (8 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 8.3 (8 reviews) | 
| **Automation** | 9.4 (6 reviews) | 8.3 (8 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 7.9 (8 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 8.1 (7 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **NiCE CXone** | 6.7/10 | 5 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.7 (5 reviews) | 

### Digital Customer Service Platforms

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

#### Generative AI

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

### AI Customer Support Agents

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

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

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | Not enough data | 
| **Contextual Response Generation** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Knowledge Base Utilization** | Not enough data | Not enough data | 
| **Multilingual Support** | Not enough data | Not enough data | 

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

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Escalation Handling** | Not enough data | Not enough data | 
| **Workflow Optimization** | Not enough data | Not enough data | 

#### Automation

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | Not enough data | 
| **Feedback Collection** | Not enough data | Not enough data | 
| **Document Processing** | Not enough data | Not enough data | 

#### Autonomy

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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 | 

### AI Agents

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

#### Agentic AI - AI Agents

| Feature | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **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):** [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms)

**Unique to Dynamics 365 Customer Service (1):** [Live Chat Software](https://www.g2.com/categories/live-chat)

**Unique to NiCE CXone (10):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Software](https://www.g2.com/categories/contact-center), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | NiCE CXone | 
|---|---|---|
| **Small-Business** | 14.3% | 13.8% | 
| **Mid-Market** | 53.6% | 52.6% | 
| **Enterprise** | 32.1% | 33.6% | 

### 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%

#### NiCE CXone

- **Consumer Services:** 10.4%
- **Information Technology and Services:** 8.3%
- **Financial Services:** 7.9%
- **Telecommunications:** 7.1%
- **Hospital & Health Care:** 5.8%
- **Insurance:** 5.7%
- **Retail:** 3.1%
- **Computer Software:** 2.6%
- **Banking:** 2.6%
- **Health, Wellness and Fitness:** 2.6%
- **Other:** 43.9%

---
## 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 (7344 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1551 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (987 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (432 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7675 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3866 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)

### Alternatives to NiCE CXone

- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 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)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1551 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (256 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7344 reviews)
- [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (201 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (744 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1845 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (87 reviews)
- [Calabrio ONE](https://www.g2.com/products/calabrio-one/reviews) — 4.5/5 stars (394 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### NiCE CXone

- Title: [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) — 2 comments, 2 upvotes
  > **Top comment:** "In three months of use, 40 hours a week.... Not that often thankfully"
- Title: [What is NICE CXone used for?](https://www.g2.com/discussions/what-is-nice-cxone-used-for) — 1 comment
  > **Top comment:** "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..."
- Title: [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) — 1 comment, 1 upvote
  > **Top comment:** "Yes. This software has a option with chat, email and voice dail"
- Title: [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) — 1 comment, 1 upvote
  > **Top comment:** "We don’t have that feature in my position that I know of "
- Title: [How do I monitor the productivity time,  real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) — 1 comment, 1 upvote
  > **Top comment:** "You would click on New+ in the far-right corner & click on agents. There you would see all the agents you would like to monitor."

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