Genesys Cloud CX vs NICE CXone comparison

Genesys and NICE are both solutions in the Workforce Engagement Management category. Genesys is ranked #1 with an average rating of 8.6, while NICE is ranked #4 with an average rating of 8.0. Genesys holds a 28.3% mindshare in CCO, compared to NICE’s 13.1% mindshare. Additionally, 100% of Genesys users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Genesys Cloud CX

Read 12 Genesys Cloud CX reviews

1,914 Views
1,348 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

603 Views
453 Comparison Views

96% willing to recommend

Genesys Cloud CX

NICE CXone

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jan 5, 2025

NICE CXone and Genesys Cloud CX are two competing contact center solutions offering cloud-based communication tools. Data indicates that Genesys Cloud CX stands out due to its robust functionalities, making it a preferable choice for those looking for a comprehensive cost-benefit package.

Features: NICE CXone provides flexible routing, AI-driven analytics, and workforce optimization tools. Genesys Cloud CX offers multi-channel integration, advanced automation capabilities, and strong innovation in automation and communication channels.

Room for Improvement:NICE CXone could improve in enhancing its automation features, boosting integration options, and advancing multi-channel support. Genesys Cloud CX can focus on simplifying deployment processes, expanding customization opportunities, and reducing initial setup complexity.

Ease of Deployment and Customer Service:NICE CXone is praised for straightforward deployment and effective support, ensuring smoother transitions. Genesys Cloud CX, while more complex to deploy, offers comprehensive customer service to compensate for initial challenges.

Pricing and ROI:NICE CXone offers attractive pricing with a faster ROI due to cost-effective solutions. Genesys Cloud CX has higher setup costs but tends to provide greater long-term value with feature-rich offerings that justify the investment.

To learn more, read our detailed Genesys Cloud CX vs. NICE CXone Report (Updated: January 2025).

Buyer's Guide

Genesys Cloud CX vs. NICE CXone

January 2025

Download the complete report

Helped 831,997 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Ranking in Contact Center as a Service (CCaaS)

3rd

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (2nd), Customer Experience Management (6th)

NICE CXone

Ranking in Workforce Engagement Management

4th

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IVR Systems (2nd), Knowledge Management Software (6th)

Mindshare comparison

As of January 2025, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 28.3%, down from 30.2% compared to the previous year. The mindshare of NICE CXone is 13.1%, up from 9.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Workforce Engagement Management

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

Read full review

James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable feature for me is the WFM tool."

"The stability is really good."

"What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."

"The integration of CTI within the IT system is a particularly valuable feature."

"Genesys is brilliant concerning stability."

"Predictive engagement and gamification are valuable features with good inbound functionality."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

More Genesys Cloud CX pros

"Customer support is terrific. The team is personable, informed, and responsive."

"We are able to see the calls in queue and able to see if someone is available or not."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"Being able to listen in on a call, which is exceptionally good with training."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"It has the ability to edit the HTML, as well as the WYSIWYG."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

Cons

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"AI still needs improvement when it comes to predictive engagement."

"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"The cost needs to be improved, and it should be easier to integrate."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."

"If you have hundreds of books, the initial download is slow."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"inContact should offer a way to send faxes."

"One of the biggest missing pieces is a link checker."

More NICE CXone cons

Pricing and Cost Advice

"I rate Genesys Cloud CX's pricing a one out of ten."

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"We had a custom setup that cost us some money."

See which vendors are best for you

Use our free recommendation engine to learn which Workforce Engagement Management solutions are best for your needs.

See recommendations

831,997 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

11%

Manufacturing Company

Financial Services Firm

15%

Computer Software Company

14%

Healthcare Company

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

See all answers

What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

See all answers

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

See all answers

What needs improvement with NICE CXone?

One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...

See all answers

What is your primary use case for NICE CXone?

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...

See all answers

What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

Comparisons

Amazon Connect vs Genesys Cloud CX

Compared 17% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 10% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Cisco Unified Contact Center Express vs Genesys Cloud CX

Compared 5% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 5% of the time

More Genesys Cloud CX Competitors

Five9 vs NICE CXone

Compared 13% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 12% of the time

Nuance IVR vs NICE CXone

Compared 11% of the time

ServiceNow vs NICE CXone

Compared 8% of the time

Sprinklr vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

January 2025

Download Genesys Cloud CX product report

Buyer's Guide

NICE CXone

January 2025

Download NICE CXone product report

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy

Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

Genesys

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

NICE

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Genesys Cloud CX vs. NICE CXone

January 2025

Free Report: Genesys Cloud CX vs. NICE CXone

Find out what your peers are saying about Genesys Cloud CX vs. NICE CXone and other solutions. Updated: January 2025.

DOWNLOAD NOW

831,997 professionals have used our research since 2012.

See our Genesys Cloud CX vs. NICE CXone report.

See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) vendors.

We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.