# Dynamics 365 Customer Service vs Sprinklr Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Dynamics 365 Customer Service excels in integrating AI into daily workflows, making case handling quicker and more intuitive for agents. Users appreciate the platform's ability to provide predictive insights and automated assistance, which enhances overall efficiency.
- **Users say** that Sprinklr Service stands out for its accuracy and reliability in managing customer interactions. Reviewers highlight the effectiveness of its new AI features, which simplify processes and provide valuable insights, making it a strong choice for organizations looking for dependable service management.
- **According to verified reviews** , Dynamics 365 Customer Service offers a unified interface that allows users to manage customer interactions across various platforms, including social media and email. This integration is particularly praised by users who value the ability to handle everything in one place.
- **Reviewers mention** that Sprinklr Service has a robust set of AI tools that not only streamline operations but also audit customer interactions effectively. This feature is noted for reducing effort and enhancing the overall user experience, making it a compelling option for businesses focused on customer engagement.
- **Users highlight** that while Dynamics 365 Customer Service has a slightly higher ease of use rating, Sprinklr Service still provides a straightforward and intuitive interface. This balance allows users to navigate both platforms effectively, though some may find Dynamics 365's setup process more challenging.
- **G2 reviewers indicate** that Dynamics 365 Customer Service has a strong focus on automation, with users praising its capabilities in this area. In contrast, while Sprinklr Service offers automation features, some users feel it doesn't match the depth found in Dynamics 365, which could be a deciding factor for those prioritizing automation in their customer service strategy.



| | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 32 | 749 | 
| **Largest Market Segment** | Mid-Market (53.6% of reviews) | Enterprise (42.4% of reviews) | 
| **Entry Level Price** | No pricing available | $4,200.00 1 User Per Year | 

---
## 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)

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

---
## Ratings Comparison
| Rating | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
  | **Meets Requirements** | 8.5 (20 reviews) | 8.5 (606 reviews) | 
  | **Ease of Use** | 7.9 (20 reviews) | 8.3 (628 reviews) | 
  | **Ease of Setup** | 7.4 (9 reviews) | 8.0 (465 reviews) | 
  | **Ease of Admin** | 7.7 (8 reviews) | 8.1 (248 reviews) | 
  | **Quality of Support** | 8.4 (19 reviews) | 8.1 (589 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (6 reviews) | 8.6 (249 reviews) | 
  | **Product Direction (% positive)** | 8.2 (19 reviews) | 8.7 (611 reviews) | 

---
## Pricing

### Dynamics 365 Customer Service

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

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

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.5/10 | 13 |
| **Sprinklr Service** | 8.0/10 | 193 |

#### Ticket and Case Management

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Ticket creation user experience** | 8.2 (10 reviews) ✓ Verified | 8.7 (70 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.3 (10 reviews) ✓ Verified | 8.5 (72 reviews) ✓ Verified | 
| **Workflow** | 8.8 (10 reviews) ✓ Verified | 8.6 (74 reviews) ✓ Verified | 
| **Response Automation** | 8.9 (9 reviews) ✓ Verified | 7.9 (70 reviews) ✓ Verified | 
| **SLA Management** | 8.7 (9 reviews) ✓ Verified | 8.1 (65 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.2 (10 reviews) | 8.3 (70 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (9 reviews) ✓ Verified | 8.4 (68 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.5 (10 reviews) ✓ Verified | 8.2 (71 reviews) ✓ Verified | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (45 reviews) | 
| **AI Text Summarization** | Not enough data | 7.0 (46 reviews) | 

#### Agentic AI - Help Desk

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (18 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (18 reviews) | 
| **Proactive Assistance** | Not enough data | 7.1 (18 reviews) | 

#### Communication Channels

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Customer Portal** | 8.3 (10 reviews) ✓ Verified | 8.2 (64 reviews) ✓ Verified | 
| **Email to Case** | 8.7 (10 reviews) | 8.2 (65 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.3 (9 reviews) ✓ Verified | 7.9 (69 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (10 reviews) | 8.9 (68 reviews) ✓ Verified | 
| **Voice** | 8.5 (10 reviews) ✓ Verified | 7.0 (60 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Mobile User Support** | 8.3 (6 reviews) | 7.7 (74 reviews) ✓ Verified | 
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.0 (7 reviews) ✓ Verified | 8.6 (81 reviews) ✓ Verified | 
| **Integration** | 8.3 (7 reviews) ✓ Verified | 8.2 (78 reviews) ✓ Verified | 
| **Reporting** | 8.5 (9 reviews) ✓ Verified | 8.9 (86 reviews) ✓ Verified | 
| **Dashboards** | 8.7 (9 reviews) ✓ Verified | 8.9 (87 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 67 |

#### Administration

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Database Management ** | Not enough data | 8.6 (50 reviews) | 
| **Data Workflows** | Not enough data | 8.4 (47 reviews) | 
| **Issue Management** | Not enough data | 8.4 (47 reviews) | 

#### Knowledge Management

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.4 (48 reviews) | 
| **Publishing Workflows** | Not enough data | 8.3 (47 reviews) | 
| **Analytics** | Not enough data | 8.7 (52 reviews) | 

#### Compliance

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Policies and Controls** | Not enough data | 8.3 (48 reviews) | 
| **Data Governance** | Not enough data | 8.5 (48 reviews) | 
| **Compliance** | Not enough data | 8.5 (45 reviews) | 
| **Auditing** | Not enough data | 8.3 (44 reviews) | 

#### Customer Support

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Intelligent Search** | Not enough data | 8.0 (46 reviews) | 
| **Suggestions** | Not enough data | 8.1 (44 reviews) | 
| **Decision Trees** | Not enough data | 7.9 (45 reviews) | 

#### Data Security

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | 8.4 (45 reviews) | 
| **Data Transport** | Not enough data | 8.4 (45 reviews) | 
| **Access Management** | Not enough data | 8.6 (48 reviews) | 
| **Multi-Factor Authentication** | Not enough data | 8.6 (47 reviews) | 

#### Administration

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 8.5 (45 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.6 (44 reviews) | 
| **Performance and Reliability** | Not enough data | 8.6 (45 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.3 (41 reviews) | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 6.2/10 | 43 |

#### Call Analytics

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Call Recording** | Not enough data | 5.7 (33 reviews) | 
| **Machine Learning** | Not enough data | 6.0 (35 reviews) | 
| **Call Analysis** | Not enough data | 5.6 (31 reviews) | 
| **Lead Qualification** | Not enough data | 6.1 (31 reviews) | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Customer Scoring** | Not enough data | 6.3 (34 reviews) | 
| **Speech-to-Text** | Not enough data | 5.8 (31 reviews) | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 6.3 (30 reviews) | 

#### Agentic AI - Conversation Intelligence

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (11 reviews) | 
| **Multi-step Planning** | Not enough data | 6.7 (11 reviews) | 
| **Cross-system Integration** | Not enough data | 6.1 (11 reviews) | 
| **Adaptive Learning** | Not enough data | 6.4 (11 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.4 (11 reviews) | 
| **Proactive Assistance** | Not enough data | 6.7 (12 reviews) | 
| **Decision Making** | Not enough data | 6.8 (12 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 7.9/10 | 58 |

#### Quality Assurance

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Evaluation** | Not enough data | 8.2 (51 reviews) | 
| **Calibration** | Not enough data | 7.9 (50 reviews) | 
| **Reports** | Not enough data | 8.4 (51 reviews) | 

#### Engagement

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Feedback** | Not enough data | 8.1 (51 reviews) | 
| **Dashboards** | Not enough data | 8.0 (50 reviews) | 
| **Training** | Not enough data | 7.7 (48 reviews) | 

#### Performance

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Integrations** | Not enough data | 7.9 (49 reviews) | 
| **Compliance** | Not enough data | 8.3 (46 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (42 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (41 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 7.4/10 | 175 |

#### Channels

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Voice** | Not enough data | 6.9 (142 reviews) | 
| **Social** | Not enough data | 8.4 (146 reviews) | 
| **Web Chat** | Not enough data | 7.9 (138 reviews) | 
| **Mobile SMS** | Not enough data | 7.5 (140 reviews) | 
| **Email** | Not enough data | 7.6 (135 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 6.6 (113 reviews) | 

#### Functions

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Session Routing** | Not enough data | 7.5 (139 reviews) | 
| **Session Queuing** | Not enough data | 7.6 (132 reviews) | 
| **Concurrent Calling** | Not enough data | 7.3 (134 reviews) | 
| **Speech Analytics** | Not enough data | 7.3 (132 reviews) | 
| **Auto Dialer** | Not enough data | 6.8 (131 reviews) | 
| **IVR** | Not enough data | 7.1 (135 reviews) | 
| **Inbound Screen Pop** | Not enough data | 7.6 (128 reviews) | 
| **Persistent Data** | Not enough data | 8.0 (129 reviews) | 

#### Agentic AI - Contact Center

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 5.9 (22 reviews) | 
| **Cross-system Integration** | Not enough data | 6.7 (22 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.2 (22 reviews) | 
| **Proactive Assistance** | Not enough data | 6.5 (22 reviews) | 

#### Administrative

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 7.8 (130 reviews) | 
| **Administrator Access** | Not enough data | 7.8 (130 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.4 (144 reviews) | 
| **Session Recording** | Not enough data | 7.8 (131 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 7.9 (142 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 8.4/10 | 75 |

#### Responses

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Customization** | Not enough data | 8.5 (58 reviews) | 
| **Control** | Not enough data | 8.5 (57 reviews) | 
| **Route To Human** | Not enough data | 8.5 (57 reviews) | 
| **Menu bars** | Not enough data | 8.6 (55 reviews) | 
| **Drip sequences** | Not enough data | 8.3 (53 reviews) | 

#### Platform

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (55 reviews) | 
| **Integrations** | Not enough data | 8.4 (56 reviews) | 
| **Branding** | Not enough data | 8.5 (56 reviews) | 
| **Analytics** | Not enough data | 8.7 (56 reviews) | 
| **A/B testing** | Not enough data | 8.1 (51 reviews) | 
| **Role-based access** | Not enough data | 8.4 (56 reviews) | 
| **Collection of information** | Not enough data | 8.2 (53 reviews) | 

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (38 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (37 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 8.3/10 | 44 |

#### Workforce Management

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Agent Availability** | Not enough data | 9.0 (33 reviews) | 
| **Skills Management** | Not enough data | 8.2 (33 reviews) | 
| **Shift Scheduling** | Not enough data | 8.1 (34 reviews) | 
| **Agent Self-Service** | Not enough data | 8.1 (33 reviews) | 
| **Mobile Access** | Not enough data | 8.1 (32 reviews) | 

#### Administration

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Automation** | Not enough data | 7.8 (36 reviews) | 
| **Performance Analysis** | Not enough data | 8.7 (35 reviews) | 
| **Dashboards** | Not enough data | 8.6 (36 reviews) | 
| **Forecasting** | Not enough data | 8.1 (33 reviews) | 
| **Intraday Management** | Not enough data | 8.1 (35 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 7.9/10 | 195 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (74 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (72 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.2 (72 reviews) | 

#### Communication

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 7.9 (102 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.3 (112 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 7.6 (99 reviews) | 
| **In-App Messaging** | Not enough data | 8.3 (101 reviews) | 
| **Co-Browsing** | Not enough data | 7.3 (95 reviews) | 

####  Internal Use

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Customization ** | 8.9 (6 reviews) ✓ Verified | 7.9 (142 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.1 (108 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.0 (102 reviews) | 
| **Knowledge Base** | Not enough data | 8.4 (101 reviews) | 
| **Team Inbox ** | Not enough data | 8.0 (102 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.1 (108 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | 8.4/10 | 17 |
| **Sprinklr Service** | 7.6/10 | 67 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.5 (41 reviews) | 

#### Self-Service Experience

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Knowledge Base** | 8.9 (15 reviews) | 8.0 (54 reviews) | 
| **Searchable Articles** | 8.2 (13 reviews) | 7.7 (55 reviews) | 
| **Community Forums** | 8.1 (12 reviews) | 7.4 (54 reviews) | 
| **Mobile Optimization** | 7.8 (6 reviews) | 8.1 (52 reviews) | 
| **Personalization** | 7.8 (6 reviews) | 7.7 (53 reviews) | 

#### Self-Service Platform

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Branding** | 8.9 (6 reviews) | 8.1 (54 reviews) | 
| **Automation** | 9.4 (6 reviews) | 7.8 (53 reviews) | 
| **Artificial Intelligence** | 8.3 (7 reviews) | 7.4 (55 reviews) | 
| **Integrations** | 8.6 (6 reviews) | 7.7 (55 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.5 (8 reviews) | 
| **Multi-step Planning** | Not enough data | 7.1 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.1 (8 reviews) | 
| **Adaptive Learning** | Not enough data | 7.3 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (9 reviews) | 
| **Proactive Assistance** | Not enough data | 7.9 (8 reviews) | 
| **Decision Making** | Not enough data | 7.3 (8 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 7.6/10 | 416 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 6.9 (234 reviews) | 
| **AI Text Summarization** | Not enough data | 6.8 (224 reviews) | 

#### Process

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Mentions** | Not enough data | 8.3 (315 reviews) | 
| **Tickets** | Not enough data | 7.7 (314 reviews) | 
| **Macros** | Not enough data | 8.2 (313 reviews) | 

#### Channels

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Email** | Not enough data | 7.3 (285 reviews) | 
| **Social** | Not enough data | 8.8 (338 reviews) | 
| **Live Chat** | Not enough data | 7.2 (277 reviews) | 
| **Phone** | Not enough data | 6.6 (266 reviews) | 
| **Text** | Not enough data | 7.5 (273 reviews) | 

#### Insight

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Surveys** | Not enough data | 7.7 (295 reviews) | 
| **Reporting** | Not enough data | 8.3 (320 reviews) | 
| **Visitor Activity** | Not enough data | 7.9 (287 reviews) | 
| **Help Desk** | Not enough data | 7.6 (286 reviews) | 

### Speech Analytics

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

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.8 (12 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 7.0/10 | 115 |

#### Generative AI

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.1 (103 reviews) | 
| **AI Text Summarization** | Not enough data | 7.0 (103 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Dynamics 365 Customer Service** | N/A | N/A |
| **Sprinklr Service** | 6.0/10 | 33 |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **AI chatbots** | Not enough data | 5.6 (31 reviews) | 
| **Messaging and Notifications** | Not enough data | 6.2 (31 reviews) | 
| **AI agents ** | Not enough data | 5.9 (31 reviews) | 
| **Voice assistants** | Not enough data | 5.3 (30 reviews) | 
| **Communication apps** | Not enough data | 5.8 (30 reviews) | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | 5.8 (30 reviews) | 
| **Sales channels** | Not enough data | 5.6 (30 reviews) | 
| **Payment Platform** | Not enough data | 5.7 (30 reviews) | 
| **Internal tools** | Not enough data | 5.9 (29 reviews) | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | 7.2 (29 reviews) | 
| **Advance reporting** | Not enough data | 7.1 (29 reviews) | 

### AI Customer Support Agents

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

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

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 | Sprinklr Service | 
|---|---|---|
| **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 |
| **Sprinklr Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (4):** [Help Desk Software](https://www.g2.com/categories/help-desk), [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 Sprinklr Service (10):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)


---
## Reviewer Demographics

### By Company Size

| Segment | Dynamics 365 Customer Service | Sprinklr Service | 
|---|---|---|
| **Small-Business** | 14.3% | 27.3% | 
| **Mid-Market** | 53.6% | 30.3% | 
| **Enterprise** | 32.1% | 42.4% | 

### 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%

#### Sprinklr Service

- **Consumer Services:** 10.9%
- **Marketing and Advertising:** 10.2%
- **Information Technology and Services:** 5.3%
- **Financial Services:** 5.0%
- **Food & Beverages:** 4.0%
- **Telecommunications:** 4.0%
- **Insurance:** 3.8%
- **Entertainment:** 3.5%
- **Hospital & Health Care:** 3.0%
- **Retail:** 3.0%
- **Other:** 47.3%

---
## 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 (7356 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (464 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7758 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3881 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)

### Alternatives to Sprinklr Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6994 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6448 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2523 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (464 reviews)

---
## Top Discussions

### Dynamics 365 Customer Service

No discussions available for this product.

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

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