Hive vs. Microsoft Dynamics 365 Customer Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Hive
Score 8.4 out of 10
N/A
Hive Technology offers their eponymous project management and process management application, providing integrations with many popularly used applications for productivity, cloud storage, and collaboration.
$12
per month per user
Microsoft Dynamics 365 Customer Service
Score 8.2 out of 10
N/A
Microsoft Dynamics 365 Customer Service is designed to create positive experiences through any channel and on any device to exceed customer expectations.
$50
per month per user
Pricing
HiveMicrosoft Dynamics 365 Customer Service
Editions & Modules
No answers on this topic
Dynamics 365 Customer Service Professional
$50
per month per user
Add-In - Chat
$60
per month per user
Add-In - Voice Channel
$75
per month per user
Add-In - Digital Messaging
$75
per month per user
Add-In - Digital Messaging and Voice
$90
per month per user
Dynamics 365 Customer Service Enterprise
$95
per month per user
Offerings
Pricing Offerings
HiveMicrosoft Dynamics 365 Customer Service
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
HiveMicrosoft Dynamics 365 Customer Service
Top Pros
Top Cons
Features
HiveMicrosoft Dynamics 365 Customer Service
Project Management
Comparison of Project Management features of Product A and Product B
Hive
7.5
14 Ratings
2% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Task Management8.314 Ratings00 Ratings
Resource Management7.314 Ratings00 Ratings
Gantt Charts7.713 Ratings00 Ratings
Scheduling7.913 Ratings00 Ratings
Workflow Automation7.513 Ratings00 Ratings
Team Collaboration8.014 Ratings00 Ratings
Support for Agile Methodology8.311 Ratings00 Ratings
Support for Waterfall Methodology7.610 Ratings00 Ratings
Document Management7.112 Ratings00 Ratings
Email integration7.312 Ratings00 Ratings
Mobile Access7.010 Ratings00 Ratings
Timesheet Tracking7.38 Ratings00 Ratings
Change request and Case Management7.010 Ratings00 Ratings
Budget and Expense Management6.68 Ratings00 Ratings
Professional Services Automation
Comparison of Professional Services Automation features of Product A and Product B
Hive
7.2
11 Ratings
4% below category average
Microsoft Dynamics 365 Customer Service
-
Ratings
Quotes/estimates6.99 Ratings00 Ratings
Invoicing7.26 Ratings00 Ratings
Project & financial reporting7.89 Ratings00 Ratings
Integration with accounting software6.88 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Hive
-
Ratings
Microsoft Dynamics 365 Customer Service
8.5
2 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings10.02 Ratings
Expert directory00 Ratings8.02 Ratings
Subscription-based notifications00 Ratings10.01 Ratings
ITSM collaboration and documentation00 Ratings3.02 Ratings
Ticket creation and submission00 Ratings10.02 Ratings
Ticket response00 Ratings10.02 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Hive
-
Ratings
Microsoft Dynamics 365 Customer Service
5.5
2 Ratings
35% below category average
External knowledge base00 Ratings3.02 Ratings
Internal knowledge base00 Ratings8.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Hive
-
Ratings
Microsoft Dynamics 365 Customer Service
7.8
2 Ratings
1% above category average
Customer portal00 Ratings8.02 Ratings
IVR00 Ratings5.02 Ratings
Social integration00 Ratings8.02 Ratings
Email support00 Ratings10.02 Ratings
Help Desk CRM integration00 Ratings8.02 Ratings
Best Alternatives
HiveMicrosoft Dynamics 365 Customer Service
Small Businesses
Stackby
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Score 9.3 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Planview AgilePlace
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Score 9.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Planview AgilePlace
Planview AgilePlace
Score 9.5 out of 10
SysAid
SysAid
Score 8.8 out of 10
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User Ratings
HiveMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
8.4
(14 ratings)
10.0
(2 ratings)
Usability
-
(0 ratings)
10.0
(1 ratings)
Support Rating
9.4
(2 ratings)
-
(0 ratings)
User Testimonials
HiveMicrosoft Dynamics 365 Customer Service
Likelihood to Recommend
Hive Technology
Hive is a powerful tool for data analysis and management that is well-suited for a wide range of scenarios. Here are some specific examples of scenarios where Hive might be particularly well-suited: Data warehousing: Hive is often used as a data warehousing platform, allowing users to store and analyze large amounts of structured and semi-structured data. It is especially good at handling data that is too large to be stored and analyzed on a single machine, and supports a wide variety of data formats. Batch processing: Hive is designed for batch processing of large datasets, making it well-suited for tasks such as data ETL (extract, transform, load), data cleansing, and data aggregation.Simple queries on large datasets: Hive is optimized for simple queries on large datasets, making it a good choice for tasks such as data exploration and summary statistics. Data transformation: Hive allows users to perform data transformations and manipulations using custom scripts written in Java, Python, or other programming languages. This can be useful for tasks such as data cleansing, data aggregation, and data transformation. On the other hand, here are some specific examples of scenarios where Hive might be less appropriate: Real-time queries: Hive is a batch-oriented system, which means that it is designed to process large amounts of data in a batch mode rather than in real-time. While it is possible to use Hive for real-time queries, it may not be the most efficient choice for this type of workload. Complex queries: Hive is optimized for simple queries on large datasets, but may struggle with more complex queries or queries that require multiple joins or subqueries.Very large datasets: While Hive is designed to scale horizontally and can handle large amounts of data, it may not scale as well as some other tools for very large datasets or complex workloads.
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Microsoft
With the constant changes included in the product, we can now use it for all the customer service scenarios / channels, for e.g. earlier for voice, we had to buy 3rd party CTI based tools, but now Voice Channel being available as the part of the product, that solves that thing. Also we see constantly new AI-driven features added to the product that could save lot of time of the agents while working on the cases like case summary, automate email generation, sentiment analysis etc.
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Pros
Hive Technology
  • Simplicity, it offers a clean environment without risking the outcome. An example of this are the timesheets that allow a fast way to keep track of progress
  • Interaction, the different options make it faster and easier to interact and collaborate in the development of a product. An example of this would be Hive Notes for meetings
  • The different visualisations it offers allow to explore the best ways to affront your projects. I really like the Gantt mappings view to understand who can be contacted at each point
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Microsoft
  • Dynamic CS allows you to access a wider customer base and gain artificial intelligence-powered insights into numerous client interaction activities.
  • It assists in gaining deep insights into numerous data analyses performed on various customer interaction activities, as well as data visualization and customer satisfaction enhancement.
  • This product has been extremely beneficial to my firm since it allows us to communicate with customers via a variety of channels, including e-mail and social media.
  • Extensible, and Microsoft responds rapidly to market demand with new features. In terms of service, both Microsoft customer success and technical teams collaborate closely to ensure appropriate delivery.
  • A better way to track client interactions is SaaS-based cloud services. This software may also be linked to outlook.
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Cons
Hive Technology
  • Organizing tasks by assignees could be better. It's a little cumbersome to check off each person you want. Can you group these?
  • I don't really use any view besides task view. Is there something better I could be using?
  • It would be nice if attachments showed up in a nicer format, maybe with a preview?
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Microsoft
  • It occasionally crashes or slow down, but it usually works great.
  • Costly.
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Usability
Hive Technology
No answers on this topic
Microsoft
Microsoft Dynamics 365 Customer Service is generally very user-friendly, especially for those familiar with Microsoft products. The strength of Microsoft Dynamics 365 Customer Service is its integration with Outlook and Microsoft Office products like Word, Excel etc. and it user interface being similar to those products. This makes it easy for user to adopt to any new app.
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Support Rating
Hive Technology
Our CSR is easily accessible and they have support built into the app itself. They also have a pretty robust support site. We also took advantage of the free trial and learned so much by putting Hive through the paces and figuring out the best way to mold it to our needs.
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Microsoft
No answers on this topic
Alternatives Considered
Hive Technology
Hive is a bit different than Jira and Monday, which I used mostly. Overall does a great job managing project and helps with team communication. Removes dependency of asking team members for updates by going to conference rooms. With Hive, the team updates the status, and we can easily track it.
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Microsoft
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Return on Investment
Hive Technology
  • Workflow Management will help you better move your projects along which saves time and money.
  • Time tracking will allow you to better manage the hours and keep your contractors accountable.
  • Overall visibility of projects allow you to keep your margins down and combat "bleeding" and hidden costs or surprises.
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Microsoft
  • It has help us serve our customers better and get Support Contracts from them after we have designed / developed and deployed Microsoft Dynamics 365 Customer Service based solutions for them
  • Ease of Routing it to appropriate customer support agent
  • Because of multiple channel support we now give our customers option to raise a ticket or connect with their preferred communication medium, be it email, SMS, Chat etc.
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ScreenShots

Hive Screenshots

Screenshot of HIver Technology