IQVIA Orchestrated Customer Engagement vs Microsoft Dynamics 365 Customer Service comparison

IQVIA and Microsoft are both solutions in the CRM category. IQVIA is ranked #42, while Microsoft is ranked #13 with an average rating of 8.1. IQVIA holds a 0.4% mindshare in CRM, compared to Microsoft’s 0.9% mindshare. Additionally, 100% of IQVIA users are willing to recommend the solution, compared to 94% of Microsoft users who would recommend it.

IQVIA Orchestrated Customer...

Read 1 IQVIA Orchestrated Customer Engagement review

518 Views
513 Comparison Views

100% willing to recommend

Microsoft Dynamics 365 Cust...

Read 21 Microsoft Dynamics 365 Customer Service reviews

410 Views
410 Comparison Views

94% willing to recommend

IQVIA Orchestrated Customer...

Microsoft Dynamics 365 Cust...

Comparison Buyer's Guide

Download the report

Executive Summary

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

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

To learn more, read our detailed CRM Report (Updated: August 2025).

Buyer's Guide

CRM

August 2025

Download the complete report

Helped 865,295 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

IQVIA Orchestrated Customer...

Ranking in CRM

42nd

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 August 2025, in the CRM category, the mindshare of IQVIA Orchestrated Customer Engagement is 0.4%, down from 1.4% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

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.

Read full review

reviewer2748861

Head, Customer Experience Business Partnering - Corporate at a financial services firm with 10,001+ employees

There is significant room for improvement in routing and setup challenges

The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.

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

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

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

"Offers integration with hosted solutions."

"It is a stable product."

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

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

"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."

"The insights are quite helpful."

"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."

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 things that are needed are not available in the documentation."

"The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors."

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

"The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."

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

"They could add a new chart or dashboard for visualization in the product."

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

"The platform’s UI could be better."

More Microsoft Dynamics 365 Customer Service cons

Pricing and Cost Advice

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

"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."

"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."

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

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

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

"It is more expensive than other vendors."

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

"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."

More Microsoft Dynamics 365 Customer Service pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

865,295 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Healthcare Company

35%

Manufacturing Company

13%

Computer Software Company

Financial Services Firm

15%

Manufacturing Company

15%

Healthcare Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

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

Offers integration with hosted solutions.

See all answers

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.

See all answers

What needs improvement with Microsoft Dynamics 365 Customer Service?

The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors.

See all answers

Comparisons

Salesforce Sales Cloud vs IQVIA Orchestrated Customer Engagement

Compared 100% of the time

More IQVIA Orchestrated Customer Engagement Competitors

Zendesk vs Microsoft Dynamics 365 Customer Service

Compared 70% of the time

Pega Customer Service vs Microsoft Dynamics 365 Customer Service

Compared 30% of the time

More Microsoft Dynamics 365 Customer Service Competitors

Product Reports

Buyer's Guide

CRM

August 2025

IQVIA Orchestrated Customer Engagement report

Download IQVIA Orchestrated Customer Engagement product report

Buyer's Guide

Microsoft Dynamics 365 Customer Service

August 2025

Microsoft Dynamics 365 Customer Service report

Download Microsoft Dynamics 365 Customer Service product report

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 Microsoft, Salesforce, SAP and others in CRM. Updated: August 2025.

DOWNLOAD NOW

865,295 professionals have used our research since 2012.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.