Compare Genesys Cloud vs. NICE inContact CXone

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Top Answer: Being able to listen in on a call, which is exceptionally good with training.
Top Answer: It could improve the quality of calls.
Ranking
Views
4,640
Comparisons
4,203
Reviews
0
Average Words per Review
0
Rating
N/A
Views
534
Comparisons
293
Reviews
6
Average Words per Review
434
Rating
9.0
Popular Comparisons
Compared 41% of the time.
Compared 6% of the time.
Compared 10% of the time.
Compared 9% of the time.
Also Known As
Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloudNICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
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Genesys
NICE
Overview
Genesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate 25 billion contact center interactions per year in the cloud and on premises. From 1 to 100,000+ seats, we are addressing the needs of small, mid-size and large enterprises with flexible deployment models. Genesys has three new Contact Center solutions to choose from: Premier Edition for small to mid-sized Contact Centers, Business Edition for mid-sized Contact Centers, and Enterprise Edition for large Contact Centers.

NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. We work with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

- Industry’s best-published SLA of 99.99%

- Industry’s only guaranteed voice SLA

- 390,000+ cloud contact center agents

- 150+ countries

- 85 of Fortune 100 customers

    Overall, NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.


    Offer
    Learn more about Genesys Cloud
    Learn more about NICE inContact CXone
    Sample Customers
    Vodacom, British Telecom (BT), Marketo, Etisalat, Deutsche Telekom, AstraZeneca, Red Hat, DNB, UBI Banca, ICICI Bank, esri, Swedbank, Swisscom, Marks & Spencer, Banco de Chile, Princeton University, Overstock, Procter & Gamble (P&G), elong, Emirates, Vodafone, Ticketmaster MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company35%
    Comms Service Provider18%
    Media Company9%
    Insurance Company7%
    VISITORS READING REVIEWS
    Computer Software Company31%
    Comms Service Provider22%
    Insurance Company11%
    Government8%

    Genesys Cloud is ranked 2nd in Workforce Engagement Management while NICE inContact CXone is ranked 1st in Workforce Engagement Management with 6 reviews. Genesys Cloud is rated 0.0, while NICE inContact CXone is rated 9.0. On the other hand, the top reviewer of NICE inContact CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Genesys Cloud is most compared with Amazon Connect, Cisco Contact Center Enterprise, Avaya IX Contact Center, Cisco CCX and Aspect Workforce Optimization, whereas NICE inContact CXone is most compared with Genesys PureConnect, Five9, Verint Workforce Engagement Cloud, Nuance IVR and Cisco Webex Contact Center.

    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.