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 #3 with an average rating of 8.0. Genesys holds a 27.3% mindshare in CCO, compared to NICE’s 15.9% 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

1,636 Views
1,181 Comparison Views

100% willing to recommend

NICE CXone

Read 13 NICE CXone reviews

614 Views
457 Comparison Views

96% willing to recommend

Genesys Cloud CX

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Feb 17, 2025

NICE CXone and Genesys Cloud CX are competing in the customer experience domain. NICE CXone has the upper hand in ease of integration and customer support, while Genesys Cloud CX stands out with its scalability and advanced features, making it a more comprehensive solution for long-term growth.

Features: NICE CXone offers omnichannel routing, workforce optimization, and analytics capabilities. Genesys Cloud CX provides AI-driven solutions, API flexibility, and predictive engagement.

Room for Improvement: NICE CXone could enhance its scalability, develop more advanced features, and improve predictive engagement tools. Genesys Cloud CX might benefit from more straightforward integration processes, improved customer support for smaller businesses, and reduced setup costs.

Ease of Deployment and Customer Service: Genesys Cloud CX offers a flexible, cloud-based deployment model, appealing to large enterprises. NICE CXone features a straightforward implementation process with strong customer service, beneficial for smaller organizations or those transitioning from legacy systems.

Pricing and ROI: NICE CXone is noted for competitive setup costs and quick ROI, making it accessible to more businesses. Genesys Cloud CX, though potentially more expensive upfront, provides higher returns in complex environments due to its extensive features and scalability benefits.

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

Buyer's Guide

Genesys Cloud CX vs. NICE CXone

April 2025

Download the complete report

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Review summaries and opinions

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

ROI

Sentiment score

6.6

Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.

Sentiment score

6.9

NICE CXone users cited over $200,000 ROI in the first year, praising AWS management for reduced infrastructure handling.

No quotes available

For more quotes and insights, download the Genesys Cloud CX report

NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Customer Service

Sentiment score

7.4

Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.

Sentiment score

8.0

NICE CXone support is friendly and responsive, excelling in quick issue resolution despite occasional delays and time zone challenges.

Genesys support is very good.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Scalability Issues

Sentiment score

7.8

Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.

Sentiment score

7.6

NICE CXone is praised for scalability, smooth performance, easy configuration, and handling large user numbers effectively, with minimal concerns.

The solution is considered scalable and receives a rating of seven on a scale of one to ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

The scalability of Genesys is excellent.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Stability Issues

Sentiment score

7.9

Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.

Sentiment score

7.5

NICE CXone is stable and reliable, with occasional minor issues, effectively resolved without impacting user productivity.

Genesys is brilliant concerning stability.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.

NICE CXone needs interface improvements, better reporting, integration, customization, system stability, and enhanced training for user satisfaction.

There is room for improvement in the solution's pricing structure.

AB370

Manager, Customer Experience Country (France) at Stellantis

Their WFM product is still pretty immature.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.

NICE CXone's pricing varies by contract, requiring careful cost evaluation and challenging content extraction for data migration.

Overall it's affordable, as indicated by a pricing rating of four out of ten.

AB370

Manager, Customer Experience Country (France) at Stellantis

Genesys' licensing model is flexible, though not the cheapest.

PeterDunkley

BA at Rise Asia Technology Limited

For more quotes and insights, download the Genesys Cloud CX report

No quotes available

For more quotes and insights, download the NICE CXone report

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.

NICE CXone enhances communication with WYSIWYG editing, omnichannel experience, real-time data, call routing, and customizable analytics.

The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.

PeterDunkley

BA at Rise Asia Technology Limited

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

AB370

Manager, Customer Experience Country (France) at Stellantis

For more quotes and insights, download the Genesys Cloud CX report

The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.

Argha Ghosh

Technology Specialist at Cognizant

For more quotes and insights, download the NICE CXone report

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

6.7

Number of Reviews

Ranking in other categories

Contact Center Platforms (3rd), Customer Experience Management (5th)

NICE CXone

Ranking in Workforce Engagement Management

3rd

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.2

Reviews Sentiment

7.8

Number of Reviews

Ranking in other categories

IVR Systems (2nd), Live Chat (3rd), Knowledge Management Software (6th)

Mindshare comparison

As of April 2025, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 27.3%, down from 30.7% compared to the previous year. The mindshare of NICE CXone is 15.9%, 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.

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

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Top Industries

By visitors reading reviews

Educational Organization

17%

Financial Services Firm

12%

Computer Software Company

11%

Manufacturing Company

Financial Services Firm

17%

Computer Software Company

14%

Manufacturing Company

Healthcare 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 16% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 7% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 6% of the time

Cisco Webex Contact Center vs Genesys Cloud CX

Compared 6% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

More Genesys Cloud CX Competitors

Cisco Webex Contact Center vs NICE CXone

Compared 13% of the time

Five9 vs NICE CXone

Compared 12% of the time

Amazon Connect vs NICE CXone

Compared 9% of the time

Sprinklr vs NICE CXone

Compared 7% of the time

Nuance IVR vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

April 2025

Download Genesys Cloud CX product report

Buyer's Guide

NICE CXone

April 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, Discover, VPI Empower, Brand Embassy, goMoxie

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 offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

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

April 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: April 2025.

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