Microsoft Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines the CRM customer engagement center (CEC) as a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization. CRM CEC is a key software platform used in delivering end-to-end customer service and support experiences. It enables customers to engage and interact with an organization as well as for the organization to orchestrate its internal and external processes and resources to fulfill the customer’s expected outcome.

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CRM Customer Engagement Center

Microsoft Dynamics 365 Customer Service

Microsoft

Manager, Strategy

I have always had a positive experience with Microsoft over my 15+ years working with Dynamics. 

1B - 3B USD

50M - 250M USD

<50M USD

3B - 10B USD

500M - 1B USD

250M - 500M USD

10B - 30B USD

30B + USD

Gov't/PS/ED <5,000 Employees

Gov't/PS/ED 5,000 - 50,000 Employees

Customer Service & Support Associate

The program allows you to easily pull reports and analytical data. With one click it allows tracking of emails from Outlook into the program, however, it can be slow and sometimes take multiple attempts. 

Manager, Customer Service And Support

Microsoft é uma distribuidora boa, mas grande parte dos serviços dependem de outros serviços para funcionar corretamente, sobre o serviço em si é bom e faz o que precisa, mas tem uma linha de aprendizado longa com muitas opções e muitos cliques e ligações para questões que parecem básicas.

Microsoft is a good distributor, but many of its services depend on other services to function correctly. The service itself is good and does what it needs to, but it has a long learning curve with many options and lots of clicks and calls for issues that seem basic.

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Microsoft enables digital transformation for the era of an intelligent cloud and an intelligent edge. Its mission is to empower every person and every organization on the planet to achieve more. Microsoft is dedicated to advancing human and organizational achievement.

Microsoft Security helps protect people and data against cyberthreats to give peace of mind.


Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. 

Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Hidden Costs and Complexity May Hinder Adoption in Smaller Companies

Critical Review

Analytical Reporting Is Convenient But Automation Issues Result In Workflow Disruption

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