Softwr

Customer Support · head to head

Kapture CX vs Microsoft Dynamics 365 Chat

Kapture CX logo

Kapture CX

Customer Support

Indian customer experience platform for high-volume contact centres in travel, BFSI and retail

From
On request
Rated
-
Full reviewWebsite
Microsoft Dynamics 365 Chat logo

Microsoft Dynamics 365 Chat

Live Chat

Omnichannel chat solution integrated with Microsoft ecosystem

From
On request
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Kapture CX nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.; Microsoft Dynamics 365 Chat specific pricing not disclosed on product page
  • They diverge on capability: Kapture CX covers Omnichannel ticketing, 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 Kapture CX and Microsoft Dynamics 365 Chat actually diverge.

Attributes where Kapture CX and Microsoft Dynamics 365 Chat differ
AttributeKapture CXMicrosoft Dynamics 365 Chat
Pricing modelquotesubscription
PlatformsWeb, iOS, AndroidWeb, 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 Kapture CX

  • Omnichannel ticketing
  • Vertical configurations
  • AI deflection
  • Agent assist
  • Field service module
  • Knowledge base
  • Analytics
  • Multi-currency billing

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.

Kapture CX

  • An airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all yearnot Microsoft Dynamics 365 Chat
  • A bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesknot Microsoft Dynamics 365 Chat
  • A consumer durables brand tying warranty tickets to field engineer dispatch in the same systemnot Microsoft Dynamics 365 Chat
  • An Indian enterprise wanting local implementation support and rupee contracting rather than a US vendor and a dollar invoicenot Microsoft Dynamics 365 Chat

Microsoft Dynamics 365 Chat

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

Where each one falls short

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

Kapture CX

  • Nothing is published about price, and with three possible billing models a buyer cannot even estimate cost before entering a sales process.
  • Interaction-based billing works against you as volume grows and can penalise the very seasonal spikes it is meant to smooth, so the contract needs a cap or a committed volume tier.
  • If AI deflection reduces the interactions you are billed for, the vendor is being paid less for a project succeeding, which is a misalignment worth writing into the agreement.
  • The integration and app ecosystem is much smaller than Zendesk or Freshdesk, so uncommon back-office systems mean custom API work rather than an existing connector.
  • Delivery, support and product knowledge are strongest in Indian business hours, which affects response times for European and American operations running around the clock.

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

Kapture CX

On request
  • Kapture CX$undefined/year
    • Agent-based, interaction-based or hybrid billing
    • Priced by product modules, user count, interaction volume and AI features
    • Annual and multi-year contracts

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 Kapture CX if

  • You need omnichannel ticketing.
  • You work on Web, iOS, Android.
  • You also want vertical configurations.
Kapture CX 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 Kapture CX or Microsoft Dynamics 365 Chat better?
Neither clearly leads. Kapture CX 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, Kapture CX or Microsoft Dynamics 365 Chat?
Kapture CX starts at On request and Microsoft Dynamics 365 Chat at On request.
Does Kapture CX or Microsoft Dynamics 365 Chat run on more platforms?
Kapture CX runs on Web, iOS, Android. Microsoft Dynamics 365 Chat runs on Web, Mobile app, IOS, Android.
What is Kapture CX best used for?
Kapture CX is most often used for an airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all year, a bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesk, a consumer durables brand tying warranty tickets to field engineer dispatch in the same system, an indian enterprise wanting local implementation support and rupee contracting rather than a us vendor and a dollar invoice. Of those, an airline or travel operator whose case volume triples during disruption and who does not want to licence peak-season agent seats all year and a bank or insurer needing a support platform configured to regulated case types out of the box rather than built from a blank helpdesk are not what Microsoft Dynamics 365 Chat is typically brought in for.
What can Kapture CX do that Microsoft Dynamics 365 Chat cannot?
Kapture CX covers Omnichannel ticketing, Vertical configurations, AI deflection, Agent assist. Microsoft Dynamics 365 Chat covers Omnichannel messaging, Live chat, Email support, Social media integration.

Answered from the vendors’ own pages

Kapture CX: How is Kapture CX priced?

Agent-based, interaction-based or a hybrid of the two, quoted per customer by module, volume and AI features. No rates are published.

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
Kapture CX: Can I be billed by interaction instead of by seat?

Yes, that is one of the stated models and it is the reason seasonal businesses look at Kapture, though it makes budgeting less predictable.

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
Kapture CX: Does it include field service?

Yes, dispatch and job tracking are part of the platform, which suits warranty and installation work alongside contact centre support.

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
Kapture CX: Is it a fit for a small support team?

Not really. It is sold as a configured enterprise deployment with an implementation phase, not a self-serve helpdesk you switch on this afternoon.

Share

Related pages

More on Kapture CX

More on Microsoft Dynamics 365 Chat

Keep looking

Other head to heads