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Customer Support · head to head

Cresta vs Microsoft Dynamics 365 Chat

Cresta logo

Cresta

Customer Support

Real-time AI coaching and autonomous agents that sit on top of an existing contact centre platform

From
On request
Free plan
No
Full reviewWebsite
Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Cresta cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.; Microsoft Dynamics 365 Chat specific pricing not disclosed on product page
  • They diverge on capability: Cresta covers Real-time agent assist, Microsoft Dynamics 365 Chat covers Omnichannel messaging.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Cresta and Microsoft Dynamics 365 Chat actually diverge.

Attributes where Cresta and Microsoft Dynamics 365 Chat differ
AttributeCrestaMicrosoft Dynamics 365 Chat
Pricing modelquotesubscription
PlatformsWeb, APIWeb, Mobile app, IOS, Android
CategoryCustomer SupportLive Chat
FoundedUnknown1975

Identical on both: starting price (On request), free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Cresta

  • Real-time agent assist
  • Autonomous AI Agent
  • Conversation intelligence
  • Automated quality management
  • Behavioural coaching
  • Knowledge surfacing
  • Multilingual deployment
  • Supervisor dashboards

Only in Microsoft Dynamics 365 Chat

  • Omnichannel messaging
  • Live chat
  • Email support
  • Social media integration
  • Outlook
  • Teams
  • 365
  • Power BI

What people use each for

The jobs each tool is most often brought in to do.

Cresta

  • A 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent Genesys deploymentnot Microsoft Dynamics 365 Chat
  • An insurance contact centre replacing manual QA sampling of two per cent of calls with automated scoring of every call for regulatory evidencenot Microsoft Dynamics 365 Chat
  • A retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claimsnot Microsoft Dynamics 365 Chat
  • A contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scoresnot Microsoft Dynamics 365 Chat

Microsoft Dynamics 365 Chat

  • Customer service omnichannel communicationnot Cresta
  • Multi-channel customer engagementnot Cresta
  • AI-powered customer conversationsnot Cresta
  • Enterprise customer service automationnot Cresta

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Cresta

  • Cresta depends on the CCaaS platforms it integrates with, and NICE, Genesys and Five9 are all shipping native real-time assist and auto-QA of their own, so at renewal you may be paying twice for capability your platform vendor will bundle at a discount.
  • Pricing is not published and contracts are seat-based and annual at enterprise scale, which in practice means six-figure commitments and a procurement cycle measured in months rather than weeks.
  • Real-time guidance only pays back where conversation outcomes are measurable and repeatable, so support teams handling long, varied, low-volume cases rarely recover the licence cost.
  • Deploying real-time assist requires agents to accept on-screen prompting mid-call, and contact centres with strong union representation or experienced tenured agents frequently see adoption resistance that no amount of model quality fixes.
  • Automated quality scoring changes what agents are measured on, and organisations that switch from human QA without rewriting their evaluation rubric and appeals process create industrial-relations problems that surface months after go-live.

Microsoft Dynamics 365 Chat

  • Specific pricing not disclosed on product page
  • Directs users to separate pricing overview page for details
  • Requires contacting sales for custom quotes and pricing

Pricing, plan by plan

Cresta

On request
  • Cresta$undefined/year
    • AI Agent
    • Agent Assist
    • Conversation Intelligence

Microsoft Dynamics 365 Chat

On request
  • Customer Service Professional$100/month
    • Basic chat
    • Ticketing
  • Customer Service Enterprise$200/month
    • Advanced omnichannel
    • AI integration
  • Premium$undefined/month
    • Custom solutions
    • Dedicated support

Which should you pick?

Choose Cresta if

  • You need real-time agent assist.
  • You work on Web, API.
  • You also want autonomous ai agent.
Cresta review

Choose Microsoft Dynamics 365 Chat if

  • You need omnichannel messaging.
  • You work on Web, Mobile app, IOS, Android.
  • You also want live chat.
Microsoft Dynamics 365 Chat review

Questions people ask

Is Cresta or Microsoft Dynamics 365 Chat better?
Neither clearly leads. Cresta starts at On request and Microsoft Dynamics 365 Chat at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Cresta or Microsoft Dynamics 365 Chat?
Cresta starts at On request and Microsoft Dynamics 365 Chat at On request.
Does Cresta or Microsoft Dynamics 365 Chat run on more platforms?
Cresta runs on Web, API. Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android.
What is Cresta best used for?
Cresta is most often used for a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment, an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence, a retail support operation deploying autonomous voice agents on high-volume order status calls while keeping humans on complex claims, a contact centre director who needs to prove which specific agent behaviours drive outcome differences, rather than relying on post-call survey scores. Of those, a 1,500-seat telecommunications sales centre that wants conversion lift from live agent prompting without migrating off an incumbent genesys deployment and an insurance contact centre replacing manual qa sampling of two per cent of calls with automated scoring of every call for regulatory evidence are not what Microsoft Dynamics 365 Chat is typically brought in for.
What can Cresta do that Microsoft Dynamics 365 Chat cannot?
Cresta covers Real-time agent assist, Autonomous AI Agent, Conversation intelligence, Automated quality management. Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration.

Answered from the vendors’ own pages

Cresta: Does Cresta replace my contact centre platform?

No. It is designed to sit on top of NICE, Genesys, Five9, Amazon Connect and similar platforms, which is why it is chosen where a full CCaaS migration is not feasible.

Microsoft Dynamics 365 Chat: How much does Microsoft Dynamics 365 Chat cost?

Specific pricing for Dynamics 365 Chat is not published on the product page. Pricing information is available on Microsoft's separate Dynamics 365 pricing overview page, with custom quotes available through sales contact.

Source
Cresta: What does it cost?

Cresta does not publish pricing. Contracts are seat-based and annual, and at the enterprise scale it sells into they are typically six figures per year.

Microsoft Dynamics 365 Chat: Is there a free trial for Dynamics 365 Chat?

Microsoft Dynamics 365 offers free trials that users can request directly from the product page. Exact trial duration and terms are determined during the trial request process.

Source
Cresta: Is it viable for a contact centre under 100 seats?

Rarely. The commercial model, implementation effort and required outcome measurement all assume several hundred seats or more.

Microsoft Dynamics 365 Chat: Can I compare Dynamics 365 Chat plans and pricing?

Microsoft provides plan and pricing comparison on their dedicated pricing overview page. Users should visit the Dynamics 365 pricing section to see available plans, features, and pricing tiers before contacting sales.

Source
Cresta: Who owns Cresta?

It is an independent venture-backed company, having raised roughly 282 million USD in total including a 125 million USD Series D in November 2024 co-led by World Innovation Lab and the Qatar Investment Authority.

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