Microsoft Dynamics 365 Contact Center alternatives: top competitors compared
Named alongside Microsoft Dynamics 365 Contact Center
SalesforceBest forBusinesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform89% of Microsoft Dynamics 365 Contact Center answersGenesys74% of Microsoft Dynamics 365 Contact Center answersCXoneBest forEnterprises in regulated industries that need compliance and recording68% of Microsoft Dynamics 365 Contact Center answersFive9Best forEnterprises that want AI and human agents on one contact center platform.58% of Microsoft Dynamics 365 Contact Center answers
Data from SlateIndex weekly runs
Microsoft Dynamics 365 Contact Center has a visibility score of 12.3 in Contact Center, #13 of 48. AI answers that name Microsoft Dynamics 365 Contact Center most often also name these 4.
Quick reference
| Alternative | Best for | Starting price | Visibility | Key differentiator |
|---|---|---|---|---|
| Salesforce | Businesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform | — | 46.2% | One unified platform combining CRM apps, data, and AI agents |
| Genesys | — | — | 52.3% | — |
| CXone | Enterprises in regulated industries that need compliance and recording | — | 35.9% | Breadth of one platform covering routing, AI, workforce management, quality management and analytics, as reviewers note |
| Five9 | Enterprises that want AI and human agents on one contact center platform. | — | 28.5% | Blends AI and human agents across every channel, with handoffs to live agents that keep the conversation context. |
Salesforce suits businesses from small companies to large enterprises wanting sales, service, marketing and commerce on one CRM platform.
Quick facts
- Pricing not available
- 46.2% visibility score · #1 in Field Service Management
Key features
- Agentforce — Platform for building, deploying and running AI agents for customers and employees.
- Sales Cloud — Sales pipeline, forecasting and sales process management.
- Service Cloud — Customer support case management across channels.
- Marketing Cloud — Building and personalizing campaigns and customer journeys.
Salesforce vs Microsoft Dynamics 365 Contact Center
| Dimension | Salesforce | Microsoft Dynamics 365 Contact Center |
|---|---|---|
| Visibility score | 46.2% | 12.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Powerful reporting, automation and customisation
- Market leader and gold standard CRM
- Deep ecosystem and strong CRM integrations
- Built for large enterprises and scaling
- Free trial to test its features
Cons
- Requires a dedicated administrator to manage
- High enterprise pricing
- Heavy, slow implementation that suits large budgets
Genesys is ranked #1 in Contact Center.
Quick facts
- Pricing not available
- 52.3% visibility score · #1 in Contact Center
Key features
- Genesys Cloud CX — Cloud contact center platform covering digital, AI, workforce engagement, journey management and analytics.
- Agentic Virtual Agent — Virtual agent launched by Genesys in March 2026.
- Genesys Engage — Legacy on-premises contact center platform.
- Navigator — AI module; expected general availability between November 1, 2026 and January 31, 2027.
Genesys vs Microsoft Dynamics 365 Contact Center
| Dimension | Genesys | Microsoft Dynamics 365 Contact Center |
|---|---|---|
| Visibility score | 52.3% | 12.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Highly scalable enterprise platform
- Enterprise-grade maturity and market leadership
- Robust workforce engagement management and analytics
- Strong omnichannel routing and AI capabilities
- Free trial with no credit card required
Cons
- Expensive for smaller teams and hidden pricing
- Lacks free tier and requires annual commitments
- Limited advanced reporting and workforce management tools
CXone suits enterprises in regulated industries that need compliance and recording.
Quick facts
- Pricing not available
- 35.9% visibility score · #2 in Contact Center
Key features
- CXone — Cloud contact center platform covering ACD, omnichannel, AI, workforce management, quality management, analytics, self-service, knowledge management and proactive engagement.
- CXone Expert — Knowledge management product, acquired as MindTouch in April 2021 and rebranded.
- CXone Open Cloud — Separate deployment option for specific regions or infrastructure.
CXone vs Microsoft Dynamics 365 Contact Center
| Dimension | CXone | Microsoft Dynamics 365 Contact Center |
|---|---|---|
| Visibility score | 35.9% | 12.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Comprehensive workforce engagement management and quality management suite
- Strong analytics and omnichannel routing for large-scale deployments
- Recognised as a market leader with high analyst and customer ratings
- Recommended as a top enterprise contact center shortlist option
Cons
- Less suited for highly customized, large on-premise migrations
- May lack advanced depth for very large operations with complex needs
- Seat-based tiered pricing with enterprise contracts needed for discounts
- Higher starting prices than some alternatives, with advanced tiers costing more
Five9 suits enterprises that want AI and human agents on one contact center platform..
Quick facts
- Pricing not available
- 28.5% visibility score · #4 in Contact Center
- 300+ native integrations
Key features
- Five9 Engage — Inbound and outbound voice, web chat, SMS, email, WhatsApp and video with AI agents and IVAs, handing off to live agents with context.
- Five9 Orchestrate — Genius AI routing that sends each interaction to its next step and automates agentic workflows across AI agents, human agents and connected systems.
- Five9 Optimize — GenAI quality scoring and coaching across interactions, trending topic analysis, forecasting and scheduling, with quality, journey and number-health metrics in one view.
Five9 vs Microsoft Dynamics 365 Contact Center
| Dimension | Five9 | Microsoft Dynamics 365 Contact Center |
|---|---|---|
| Visibility score | 28.5% | 12.3% |
| Pricing model | — | — |
| Entry price | — | — |
| Free plan | — | — |
| Trial | — | — |
Pros
- Cloud-native architecture seen as scalable and reliable
- Strong blended inbound and outbound capabilities
- Robust AI and automation features
- Well regarded analyst standing, Gartner Magic Quadrant Leader
- Strong digital self-service
Cons
- Expensive quickly at enterprise scale
- No robust free tier
- Potential feature gaps in workforce management, quality management and analytics for large operations
How to choose
Match the pricing model to your cost driver: headcount, usage or features.
| Platform | Pricing model | Starting price |
|---|---|---|
| Microsoft Dynamics 365 Contact Center | — | — |
| Salesforce | — | — |
| Genesys | — | — |
| CXone | — | — |
| Five9 | — | — |
More alternatives
Ranked by how often AI answers name them alongside Microsoft Dynamics 365 Contact Center in the latest weekly run.