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 28.1% mindshare in CCO, compared to NICE’s 13.5% 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

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1,308 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

598 Views
455 Comparison Views

96% willing to recommend

Genesys Cloud CX

NICE CXone

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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: February 2025).

Buyer's Guide

Genesys Cloud CX vs. NICE CXone

February 2025

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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:

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

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), Live Chat (3rd), Knowledge Management Software (6th)

Mindshare comparison

As of February 2025, in the Workforce Engagement Management category, the mindshare of Genesys Cloud CX is 28.1%, down from 31.1% compared to the previous year. The mindshare of NICE CXone is 13.5%, up from 8.8% 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 latest version and updates have been great. It really has everything we need."

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

"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 stability is really good."

"The integration capabilities are very good. It is API-based and offers prebuilt integrations."

"Genesys Cloud is an excellent platform."

"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."

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

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

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

"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 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."

"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."

Cons

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

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

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

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

"There is room for improvement in the solution's pricing structure, as it is perceived to be less flexible than other solutions."

"Their WFM product is still pretty immature."

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

"Their WFM product is still pretty immature."

More Genesys Cloud CX cons

"inContact should offer a way to send faxes."

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

"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."

"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."

"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."

"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."

"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."

"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."

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

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Top Industries

By visitors reading reviews

Educational Organization

21%

Computer Software Company

12%

Financial Services Firm

11%

Manufacturing Company

Financial Services Firm

15%

Computer Software Company

15%

Healthcare Company

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...

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 16% of the time

Genesys PureConnect vs Genesys Cloud CX

Compared 9% of the time

Five9 vs Genesys Cloud CX

Compared 6% of the time

Microsoft Dynamics CRM vs Genesys Cloud CX

Compared 5% of the time

Cisco Unified Contact Center Express 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 10% of the time

Amazon Connect vs NICE CXone

Compared 7% of the time

Sprinklr vs NICE CXone

Compared 7% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Genesys Cloud CX

February 2025

Download Genesys Cloud CX product report

Buyer's Guide

NICE CXone

February 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

February 2025

Free Report: Genesys Cloud CX vs. NICE CXone

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