Interactive Intelligence vs Microsoft Dynamics CRM comparison

Genesys and Microsoft are both solutions in the CRM category. Genesys is ranked #45, while Microsoft is ranked #2 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

782 Views
704 Comparison Views

100% willing to recommend

Microsoft Dynamics CRM

Read 79 Microsoft Dynamics CRM reviews

6,034 Views
3,862 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: December 2025).

Buyer's Guide

Interactive Intelligence vs. Microsoft Dynamics CRM

December 2025

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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

45th

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

2nd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of Interactive Intelligence is 0.8%, up from 0.2% compared to the previous year. The mindshare of Microsoft Dynamics CRM is 2.5%, down from 12.5% 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.

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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

"Interactive Intelligence is quite user friendly."

"The social media integration is excellent."

"It integrates well with other Microsoft products."

"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."

"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."

"The support is brilliant. All OEMs are pretty helpful."

"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."

"Microsoft Dynamics CRM has a very nice UI, and is very easy to use. It's easy to install, has a lot of features, and provides good technical support."

"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."

"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to 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."

"The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services."

"Previously, I used Dynamics, but it did not suit me, so I changed the CRM last year."

"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."

"It would be a little bit easier if there were better ways to configure and modify native add-ins or plugins."

"The performance could be improved."

"The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult."

"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."

"We would like to see the tech support for this product improved, at present we are frequently waiting for a couple of days before we receive any response."

More Microsoft Dynamics CRM cons

Pricing and Cost Advice

Information not available

"My organization pays for the license, and I do not know how much it costs."

"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."

"Pricing for this software could be cheaper."

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

"I give the price of the solution an eight out of ten."

"We have deployed the cloud-based version and it is a subscription and the price is based on the number of users using it."

"The solution is open source and is free. However, it does require a Dynamics 365 subscription."

"Microsoft Dynamics CRM is an expensive solution."

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%

Computer Software Company

Manufacturing 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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What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

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I have been working with Microsoft Dynamics CRM for five or six years for various customers. I work with CRM and some amount of Microsoft communication server to integrate it. I focus on the area o...

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Comparisons

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Compared 40% of the time

Salesforce Sales Cloud vs Interactive Intelligence

Compared 15% of the time

Siebel CRM vs Interactive Intelligence

Compared 14% of the time

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SAP CRM vs Microsoft Dynamics CRM

Compared 19% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 13% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 8% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 7% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 4% of the time

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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

December 2025

Free Report: Interactive Intelligence vs. Microsoft Dynamics CRM

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