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Genesys Cloud CX vs NICE Workforce Optimization comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Genesys Cloud CX
Ranking in Workforce Engagement Management
1st
Average Rating
8.8
Reviews Sentiment
6.8
Number of Reviews
11
Ranking in other categories
Contact Center Platforms (2nd), Customer Experience Management (6th), Contact Center as a Service (CCaaS) (1st)
NICE Workforce Optimization
Ranking in Workforce Engagement Management
8th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 30.1%, up from 29.6% compared to the previous year. The mindshare of NICE Workforce Optimization is 6.9%, up from 6.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Workforce Engagement Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Mar 27, 2024
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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Quotes from Members

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

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."
"I rate Genesys Cloud CX's pricing a one out of ten."
"The pricing is a bit expensive."
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Top Industries

By visitors reading reviews
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
Government
7%
Financial Services Firm
26%
Healthcare Company
11%
Computer Software Company
11%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

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...
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.
What is your experience regarding pricing and costs for Genesys Cloud?
Pricing is rather expensive. Integration capabilities are costly and not easy.
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Also Known As

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

Learn More

 

Overview

 

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
Harte-Hanks Inc.
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: October 2024.
814,649 professionals have used our research since 2012.