Interactive Intelligence vs Microsoft Dynamics CRM comparison

Genesys and Microsoft are both solutions in the CRM category. Genesys is ranked #47, while Microsoft is ranked #1 with an average rating of 8.3. Genesys holds a 0.8% mindshare in CRM, compared to Microsoft’s 2.5% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 93% of Microsoft users who would recommend it.

Interactive Intelligence

Read 2 Interactive Intelligence reviews

921 Views
838 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

6,552 Views
4,259 Comparison Views

93% willing to recommend

Interactive Intelligence

Microsoft Dynamics CRM

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Executive SummaryUpdated on Dec 19, 2024

Microsoft Dynamics CRM and Interactive Intelligence are products in the CRM and communication solutions category. Dynamics CRM leads in pricing and support, while Interactive Intelligence excels in robust features.

Features: Microsoft Dynamics CRM integrates well within the Microsoft ecosystem, offers advanced analytics tools, and provides marketing automation. Interactive Intelligence focuses on comprehensive communication solutions, omni-channel engagement, and seamless customer interaction. Data management is emphasized by Microsoft, whereas Interactive Intelligence prioritizes communication flexibility.

Ease of Deployment and Customer Service: Interactive Intelligence offers flexible cloud deployment and adaptable customer service with customizable options. Microsoft Dynamics CRM benefits from a standardized deployment with extensive documentation and support within Microsoft's ecosystem.

Pricing and ROI: Microsoft Dynamics CRM is noted for its competitive pricing and quick ROI through streamlined integration with Microsoft products. Interactive Intelligence, despite higher initial costs, provides significant returns over time via enhanced communication features, justifying its pricing.

To learn more, read our detailed Interactive Intelligence vs. Microsoft Dynamics CRM Report (Updated: February 2026).

Buyer's Guide

Interactive Intelligence vs. Microsoft Dynamics CRM

February 2026

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Helped 881,707 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Interactive Intelligence

Ranking in CRM

47th

Average Rating

9.0

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics CRM

Ranking in CRM

1st

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Mindshare comparison

As of February 2026, in the CRM category, the mindshare of Interactive Intelligence is 0.8%, up from 0.1% compared to the previous year. The mindshare of Microsoft Dynamics CRM is 2.5%, down from 12.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics CRM	2.5%
Interactive Intelligence	0.8%
Other	96.7%

CRM

Featured Reviews

Mohamed Shareed

CX Team Lead

A customizable solution that can be integrated with almost anything

The best thing about this solution is the customizability because it can be integrated with pretty much anything. There are many solutions that are black boxes and we're unable to make any modifications to the call flows. With Interactive Intelligence, we can utilize APIs and variables. With the REST call, you can send a request and response. Elements can be incorporated into the workflow based on the response. This is the go-to thing with Interactive Intelligence. The Interactive Intelligence is quite user friendly. And Avaya, in that case, is not that great solution, on user friendliness. Basically, yeah, the same purpose I've used, but you need more expertise to manage the product. And Interactive Intelligence is one box. It contains a lot of features and we don't need to have much resources. But Avaya and others have many servers to be maintained with a single solution. It has a CN. You have to go for session manager and lots of other product servers. So, for a single solution, you need to maintain a lot of servers. This is more or less an easy environment to manage, but Avaya is very complex on the architectural level.

Read full review

NavinJacob

Chief Digital Officer at Cipher7

Has enabled seamless integration across platforms while supporting advanced analytics for customer insights

Microsoft Dynamics CRM doesn't provide solutions that allow you to transform easily if you have a heterogeneous mix of technologies or if your contact center is on analog and you try to digitize it. A lot of custom work is needed if you have to integrate heterogeneous technologies with the Microsoft suite, but if you are using the Microsoft suite, then it's quite seamless. Microsoft Dynamics CRM should add commercial models that allow smaller companies to use it because it can get pretty expensive. Better commercial options for smaller implementations may be helpful. There should be commercial options for smaller companies, as the overheads and costs of Dynamics can be quite high.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The social media integration is excellent."

"Interactive Intelligence is quite user friendly."

"Integration is the best feature of Microsoft Dynamics CRM. It integrates quickly across multiple apps and has a lot of APIs available that you can link to. It's very customizable, so we're able to tailor it to a client's needs."

"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."

"This is a scalable solution."

"Technical support is completely good."

"The initial setup is pretty straightforward."

"I have used many Microsoft solutions and I am comfortable using the solution. Additionally, it is secure."

"The integration with the Microsoft suite, such as Office 365 and SharePoint, offers significant benefits for Microsoft Dynamics CRM, as ninety percent of organizations are already on the Microsoft suite, leading to quick integration and system setup."

"The most valuable feature of Microsoft Dynamics CRM is its ease of use."

More Microsoft Dynamics CRM pros

Cons

"The problem with this current system is that the support is not great."

"The initial setup can be a bit difficult."

"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."

"Many customers feel the overheads of cost and ROI are not present, prompting them to consider migrating out of Microsoft Dynamics CRM or minimizing their footprint to manage costs effectively, especially in sectors such as banking and airline."

"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."

"The manufacturing module could be improved. I would like to see customization in the next release."

"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."

"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."

"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."

"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."

More Microsoft Dynamics CRM cons

Pricing and Cost Advice

Information not available

"Microsoft Dynamics CRM is an expensive solution."

"The solution is expensive."

"I rate the solution's pricing as a seven out of ten."

"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."

"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."

"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."

"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."

"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."

More Microsoft Dynamics CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	41
Midsize Enterprise	22
Large Enterprise	19

Questions from the Community

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Comparisons

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Compared 31% of the time

Salesforce Sales Cloud vs Interactive Intelligence

Compared 17% of the time

Siebel CRM vs Interactive Intelligence

Compared 12% of the time

Kapture CRM vs Interactive Intelligence

Compared 11% of the time

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SAP CRM vs Microsoft Dynamics CRM

Compared 20% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 11% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 6% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Product Reports

Buyer's Guide

CRM

January 2026

Download Interactive Intelligence product report

Buyer's Guide

Microsoft Dynamics CRM

January 2026

Download Microsoft Dynamics CRM product report

Also Known As

No data available

Dynamics CRM, MS Dynamics CRM

Overview

Genesys Interactive Intelligence SAP CRM allows the SAP agent to perform all typical phone, web chat and email operations without leaving the SAP application.

Genesys

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

Sample Customers

ABC Financial, AFAS Software, Quality Bicycle Products, CryptoLogic & WagerLogic, SERVOData, Shinsei Bank, TENAQUIP, MCAP, Visaya Knowledge Process Outsourcing Corporation, Allianz-Tiriac Asigurari, Memira

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Buyer's Guide

Interactive Intelligence vs. Microsoft Dynamics CRM

February 2026

Free Report: Interactive Intelligence vs. Microsoft Dynamics CRM

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