IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service comparison

IQVIA and Microsoft are both solutions in the CRM category. IQVIA is ranked #44, while Microsoft is ranked #13 with an average rating of 8.2. IQVIA holds a 0.7% mindshare in CRM, compared to Microsoft’s 0.6% mindshare. Additionally, 100% of IQVIA users are willing to recommend the solution, compared to 95% of Microsoft users who would recommend it.

IQVIA Orchestrated Customer...

Read 1 IQVIA Orchestrated Customer Engagement review

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759 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 22 Microsoft Dynamics 365 Customer Service reviews

853 Views
853 Comparison Views

95% willing to recommend

IQVIA Orchestrated Customer...

Microsoft Dynamics 365 Cust...

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Executive Summary

We performed a comparison between IQVIA Orchestrated Customer Engagement and Microsoft Dynamics 365 Customer Service based on real PeerSpot user reviews.

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To learn more, read our detailed CRM Report (Updated: January 2026).

Buyer's Guide

CRM

January 2026

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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

IQVIA Orchestrated Customer...

Ranking in CRM

44th

Average Rating

7.0

Reviews Sentiment

6.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Microsoft Dynamics 365 Cust...

Ranking in CRM

13th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of IQVIA Orchestrated Customer Engagement is 0.7%, down from 0.8% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, down from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
Microsoft Dynamics 365 Customer Service	0.6%
IQVIA Orchestrated Customer Engagement	0.7%
Other	98.7%

CRM

Featured Reviews

Jaemin Baek

Dx Strategist at SK Telecom

Has 360 degree customer view but needs to improve workflow

Because Salesforce is a cloud solution, sometimes we have issues with speed. We experience a lot of delays. The data queries are at times separated and do not match properly. To obtain insights from data, we need to map or match the datasets and define the relationships between them. However, in Salesforce it is very difficult to define relationships between datasets. They do not provide any customization features; they are all global/standard. Because the sales department needs many functions to deal with sales or government policies, like taxes, they cannot develop the features in OCE. As a result, we cannot provide Salesforce as a single solution. The workflow process is not complete. They need to achieve more knowledge and experience in this industry.

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reviewer2245296

Sr. Manager, Tmt Business Consulting (Focused On B2 B Tech Product Cos.) at a security firm with 11-50 employees

Enterprise ticketing has streamlined high-volume customer issues and provides unified analytics

The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines. More flexible rule-defining back ends that you can customize to your business context more closely than you can right now would be better. Customization for the information design in Microsoft Dynamics 365 Customer Service is needed. The foundational information that goes into service management comes as foundational information that you need to program into or load into the service management platform. Right now, you need to change the rules to load them in the format that is required, and this should not be happening. AI capabilities in Microsoft Dynamics 365 Customer Service are more focused on the productivity aspects and the backend aspects. It is not personalizing interactions. The CRM part is more where these kinds of front-end customer personalizations take place.

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Quotes from Members

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

Pros

"I've found the customer 360 degree view to be valuable."

"The tool's most valuable feature is its user-friendliness. Being part of the Microsoft 365 suite, it is easy to use and understand, much like Excel."

"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."

"I find the advanced case management capabilities and the ability to track the SLAs of the product particularly valuable."

"The insights are quite helpful."

"It is a stable product."

"It is easy to integrate with other tools, and the customer service is excellent."

"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."

"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."

More Microsoft Dynamics 365 Customer Service pros

Cons

"Because Salesforce is a cloud solution, sometimes we have issues with speed. We experience a lot of delays."

"The technical support should be dramatically improved."

"There are some occasional performance issues."

"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."

"The solution could better integrate with other enterprise solutions."

"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."

"I am looking forward to the support function."

"The place where you can define the rules is at the back end. That module, where you write the assignment rules or the skill set rules or prioritization rules, has very limited flexibility in these rules engines."

"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

"OCE is less expensive than Veeva, for instance."

"It is a decent price compared to multiple vendors and products available in the market."

"In terms of cost, the product offers competitive pricing for its feature set."

"It is more expensive than other vendors."

"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."

"The pricing seems fair."

"The tool is a bit on the expensive side if we purchase it individually."

"The solution has a corporate enterprise license, which large corporations sign."

"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

13%

Financial Services Firm

12%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	12
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

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What do you like most about Microsoft Dynamics 365 Customer Service?

Offers integration with hosted solutions.

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What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?

The pricing is within the market range, but there is room for improvement. I have annual subscriptions.

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What needs improvement with Microsoft Dynamics 365 Customer Service?

With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...

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Comparisons

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Compared 41% of the time

Salesforce Sales Cloud vs IQVIA Orchestrated Customer Engagement

Compared 37% of the time

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Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 36% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 24% of the time

Dynamics 365 Sales vs Microsoft Dynamics 365 Customer Service

Compared 18% of the time

Pega CRM vs Microsoft Dynamics 365 Customer Service

Compared 11% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

January 2026

IQVIA Orchestrated Customer Engagement report

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Buyer's Guide

Microsoft Dynamics 365 Customer Service

January 2026

Microsoft Dynamics 365 Customer Service report

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Also Known As

IQVIA OCE

No data available

Overview

Orchestrated Customer Engagement (OCE) is the next generation commercial platform from IQVIA. OCE connects sales, marketing, medical and other functions to harmonize interactions with customers. This enables life sciences companies to build trust and optimize performance in a way not possible with legacy point solutions such as CRM and MCM tools.

IQVIA

Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.

Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.

What are the key features of Microsoft Dynamics 365 Customer Service?

Advanced Case Management: Streamlines processes to effectively manage customer cases.
Integration with Microsoft Tools: Seamless connectivity with Power BI for insights and reporting.
Customizable Workflows: Tailors processes to meet business requirements.
User-Friendly Interface: Simple navigation supports ease of use.
Cloud-Based Accessibility: Ensures secure access anytime, anywhere.

What benefits should users expect from reviews?

Improved Collaboration: Enhances teamwork across departments.
Enhanced Decision-Making: Data-driven insights for strategic actions.
Automation Enhancements: Streamlines repetitive tasks for efficiency.
Case Resolution Efficiency: Faster handling of customer inquiries and support.
Customization Flexibility: Adapts to unique business needs.

In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: January 2026.

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