Genesys vs. NICE CXONE

Industry experts and users agree: Genesys is the leading contact centre platform.

50% reduction in TCO
96% decrease in servers
100% improvement in agent efficiency
45% of questions answered by virtual assistants

Self-guided product tour: Experience the Genesys Cloud platform firsthand through the eyes of agents, supervisors and administrators.

Genesys Cloud is a unified, open customer and employee platform that helps turn interactions into personalised customer experiences.

Get unprecedented results with Genesys Cloud

20%

boost in agent productivity

Increase productivity with a single, intuitive agent interface for all channels.

99.99%

uptime guarantee with a single SLA for all capabilities

Avoid downtime and disruptions with cloud customer experience (CX) technology you can depend on — with transparent and guaranteed uptime.

Accelerate

time to value with continuous innovation

Stay ahead of the competition with the latest CX tech today — and tomorrow — with weekly feature releases at no additional cost. Just click to deploy.

Analysts weigh in

Genesys Cloud is a Magic Quadrant Leader. Get the comprehensive reports.

2024 Gartner® Contact Centre as a Service Magic Quadrant™

Trusted by experts. Powered by results.

Genesys named a Leader for the 10th consecutive year — and positioned highest in execution

* Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner and Magic Quadrant is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Source: Gartner Magic Quadrant for Contact Centre as a Service, Drew Kraus, Pri Rathnayake, Megan Fernandez, Pankil Sheth, Jason Bridge, 28 October 2024

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Genesys.

Analysts weigh in

Genesys is a leader. Get the reports you need to evaluate the CCaaS landscape in a single download.

Frost Radar™: Cloud Contact Centre Services in Asia-Pacific, 2023

Genesys has been positioned as the Growth and Innovation leader in the “Frost Radar™: Cloud Contact Centre Services in Asia-Pacific 2023” report. We believe this is because we:

Have the most complete all-in-one cloud contact centre platform in the marketplace
Focus on innovation through extensive investment in customer experience
Demonstrate substantial growth in our developer community and feature set

* Disclaimer

* Frost & Sullivan is not responsible for any incorrect information supplied by companies or users. Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan research services are limited publications containing valuable market information provided to a select group of customers. Customers acknowledge, when ordering or downloading, that Frost & Sullivan research services are for internal use and not for general publication or disclosure to third parties. No part of this research service may be given, lent, resold, or disclosed to noncustomers without written permission. Furthermore, no part may be reproduced, stored in a retrieval system, or transmitted in any form or by any means—electronic, mechanical, photocopying, recording, or otherwise—without the permission of the publisher.

Analysts weigh in

Genesys Cloud is a Leader. Get the comprehensive reports.

The Forrester Wave™: Contact Centre as a Service (CCaaS), Q1 2023

The Forrester report names Genesys a leader in Contact Centre as a Service solutions in 2023 and noted its:

Highest scores possible in the criteria of AI architecture, workforce optimisation, customer self-service— and 11 other criteria.
“Wide-ranging set of product capabilities and a go-to-market engine that successfully sells around the world”
“Impressive breadth of functionality, with powerful customer journey analytics from its acquisition of Pointillist and comprehensive suite of WFO capabilities”

Analysts weigh in

Genesys Cloud is a Leader. Get the comprehensive reports.

IDC MarketScape: Worldwide General Purpose Conversational AI Software 2023 Vendor Assessment

Genesys named a Leader by IDC MarketScape

Genesys recognized for its ability to deliver conversational AI capabilities across an array of digital and voice-based channels

The first cloud-native CX platform trusted by more than 4,500 organisations in over 100 countries

The user interface of Genesys is far superior to NICE CXone …

— Vice President in Information Technology, Non-profit Organisation Management Company

Genesys Cloud comes with a Quality Manager out-of-box, eliminating the need for a separate quality management solution from a different vendor …

— Hao P., CTI and Reporting Lead, Enterprise Business

Genesys Cloud offers us the flexibility and function in a single platform so our agents don’t have to learn different systems. Agents, supervisors, quality managers and admin all use the same platform.

— Robert W., VP, Contact Centre Innovation Architect

Users share their exceptional experiences

To be a leader, you need to work with a leader. See the results users achieved when they worked with Genesys.

Downtime used to be a weekly occurrence, but I couldn’t even tell you the last time we had an incident. In productivity terms alone, we believe we’ve saved nearly 2,000 hours.

— Jack Roberts, Director, GMS Technology and Applications, TechStyleOS

Our agents have had a very positive experience and say the solution is faster and easier to use. Cost-wise we are paying around 50% less and have transitioned to 100% virtual in Tulsa and reduced to a single on-site campus in Tampa for Customer Care.

— Nicole Thomas, VP, Customer Care Centre, Coca-Cola Bottlers’ Sales and Services

Service levels improved markedly, from 95% to 99%, while maintaining an average handle time of less than 20 seconds. Now, very few customers leave without being attended to. We have also done very well on the commercial side. Sales have almost doubled, from 6 percent to 12 percent.

— Edgar Muñoz Hernández, Head of Analytics and Support, Heineken Mexico

The highest cost is your workforce, so you want to make them as productive and efficient as possible. We have a powerful tool that does this dynamically… With the data and analytics available, we can design more proactive engagement models to improve productivity, wait time, call handling, workload balancing and more.

— Naresh Shanker, Chief Technology Officer, Xerox