Genesys Cloud vs Microsoft Dynamics 365 Customer Service
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Genesys Cloud offers more features (65 vs 0) and more integrations (5 vs 0). Starting price: Genesys Cloud at $75/mo vs Microsoft Dynamics 365 Customer Service at Contact Sales. Genesys Cloud has 65 unique features while Microsoft Dynamics 365 Customer Service has 0 unique features, with 0 features in common.
| Genesys Cloud | Microsoft Dynamics 365 Customer Service | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 65 | 0 |
| AI-Powered Features | 29 | 0 |
| Starting Price | $75/mo | Contact Sales |
| Pricing Tiers | 4 | 0 |
| Integrations | 5 | 0 |
| Shared Features | 0 | |
| Shared Integrations | 0 | |
| Data Quality | 90% | 10% |
Feature Comparison by Category
AI (13 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| AI Experience Tokens | ||
| AI Guides | ||
| AI Studio | ||
| Agent Copilot | ||
| Agentic Virtual Agent | ||
| Conversational Intelligence | ||
| Native Bots | ||
| Predictive Engagement | ||
| Predictive Routing | ||
| Supervisor Copilot | ||
| Text-to-Speech Integration | ||
| Virtual Agents | ||
| Virtual Supervisor |
API (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Agentless API |
Analytics (12 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Agent Empathy Analysis | ||
| Analytics and Reporting | ||
| Content Search with Topic and Sentiment Trends | ||
| Custom Reporting and Data Visualizations | ||
| Customer Sentiment Analysis | ||
| Dictionary Management | ||
| Digital User Tracking | ||
| Interaction Transcription | ||
| Speech and Text Analytics | ||
| Topic Detection and Management | ||
| Topic Miner | ||
| Voice of the Customer |
Automation (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Work Automation |
Channels (4 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Co-browse | ||
| Digital Channels | ||
| Third-party Messaging | ||
| Voice Channel |
Communication (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Unified Communications |
IVR (3 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Callback | ||
| Scheduled Callbacks | ||
| Speech-enabled IVR |
Integration (5 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| AppFoundry Marketplace | ||
| Bot Integration (Amazon Lex and Google Cloud) | ||
| Bring Your Own Interactions (BYOI) | ||
| CRM and Case Management Integration | ||
| Unified Communications Integration |
Journey (2 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Journey Flows | ||
| Journey Management |
Knowledge (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Knowledge Workbench |
Monitoring (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Real-time Monitoring |
Outbound (2 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Outbound Campaigns | ||
| Proactive Notifications |
Pricing (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Hourly Interacting |
Quality (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Quality Assurance and Compliance |
Recording (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Voice and Digital Recording |
Routing (3 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Call Routing | ||
| Inbound/Outbound Blending | ||
| Omnichannel Routing |
Social (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Social Listening and Engagement |
Telephony (1 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Genesys Cloud Voice |
Workforce (11 vs 0)
| Feature | Genesys Cloud | Microsoft Dynamics 365 Customer Service |
|---|---|---|
| Capacity Planning | ||
| Coaching | ||
| Employee Performance | ||
| Forecasting and Scheduling | ||
| Gamification | ||
| Learning and Development | ||
| Monitoring and Adherence | ||
| Resource Management | ||
| Tempo Mobility Apps | ||
| Time Off Management | ||
| Workforce Management |
Unique Features
Only in Genesys Cloud (65)
Agent Copilot
Agentic Virtual Agent
AI Experience Tokens
AI Guides
AI Studio
Conversational Intelligence
Native Bots
Predictive Engagement
Predictive Routing
Supervisor Copilot
Text-to-Speech Integration
Virtual Agents
Virtual Supervisor
Agent Empathy Analysis
Analytics and Reporting
Content Search with Topic and Sentiment Trends
Custom Reporting and Data Visualizations
Customer Sentiment Analysis
Dictionary Management
Digital User Tracking
+ 45 more unique features
Only in Microsoft Dynamics 365 Customer Service (0)
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