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 8.7, while NICE is ranked #4 with an average rating of 8.0. Genesys holds a 28.6% mindshare in CCO, compared to NICE’s 12.8% 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

1,968 Views
1,371 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

620 Views
468 Comparison Views

96% willing to recommend

Genesys Cloud CX

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 14, 2024

NICE CXone and Genesys Cloud CX are competing contact center solutions. NICE CXone users are more satisfied with pricing, while Genesys Cloud CX's features justify its higher cost.

Features: NICE CXone is known for robust analytics, extensive integrations, and strong security. Genesys Cloud CX offers scalability, AI-powered tools, and excellent omnichannel capabilities.

Room for Improvement: NICE CXone needs a more intuitive design, improved reporting tools, and better customer support. Genesys Cloud CX should enhance customization options, performance stability, and technical support responsiveness.

Ease of Deployment and Customer Service: NICE CXone users report smooth deployment but poor customer support. Genesys Cloud CX offers flexible deployment but faces challenges with technical support responsiveness.

Pricing and ROI: NICE CXone delivers strong ROI with cost-effective setup, appealing to budget-conscious buyers. Genesys Cloud CX, with higher initial costs, provides significant long-term ROI through advanced capabilities.

To learn more, read our detailed Genesys Cloud CX vs. NICE CXone Report (Updated: November 2024).

Buyer's Guide

Genesys Cloud CX vs. NICE CXone

November 2024

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Categories and Ranking

Genesys Cloud CX

Ranking in Workforce Engagement Management

1st

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Contact Center Platforms (1st), Customer Experience Management (3rd)

NICE CXone

Ranking in Workforce Engagement Management

4th

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

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

Mindshare comparison

As of December 2024, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 28.6%, down from 29.6% compared to the previous year. The mindshare of NICE CXone is 12.8%, up from 9.3% 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.

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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.

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Quotes from Members

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

Pros

"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."

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

"Genesys Cloud is an excellent platform."

"Genesys is brilliant concerning stability."

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"The stability is really good."

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

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

More Genesys Cloud CX pros

"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."

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

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

"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."

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

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

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

"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."

Cons

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

"Process automation in Genesys Cloud is an area for improvement. It's quite a new feature and still has room for improvement."

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

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

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

"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."

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

"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."

"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."

"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 would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"It could improve the quality of calls."

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

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

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

More NICE CXone cons

Pricing and Cost Advice

"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."

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

"The pricing is a bit expensive."

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

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

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824,052 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

21%

Financial Services Firm

12%

Computer Software Company

11%

Government

Financial Services Firm

15%

Computer Software Company

13%

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...

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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.

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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.

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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...

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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...

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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 18% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 11% 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

Verint Open CCaaS 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 11% 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

December 2024

Download Genesys Cloud CX product report

Buyer's Guide

NICE CXone

December 2024

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

Learn More

Genesys

NICE

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.

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.

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

November 2024

Free Report: Genesys Cloud CX vs. NICE CXone

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