Genesys Cloud vs. NICE CXone: Which is better for your business?

Industry experts and users agree: Genesys has the leading contact center platform.

50% reduction in total cost of ownership
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 personalized customer experiences

Get unprecedented results with Genesys Cloud

20%

Boost in agent productivity

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

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99.99%

Uptime guarantee with a single SLA for all capabilities

Avoid downtime and disruptions with dependable cloud customer experience (CX) technology — 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.

Genesys built-in innovation means no hidden costs for your business

When comparing the Genesys Cloud® platform to NICE CXone , consider the efficiencies you gain when using a true, single platform that’s consistently updated with leading-edge contact center technology. At Genesys, we launched over 350 features in 2022 and release innovations weekly. With these consistently released features and innovations, Genesys Cloud provides insights and a full view into the end-to-end customer journey with just one window for agents to handle inbound and outbound interactions.

Integration capabilities and ease of use: Genesys vs. NICE

Genesys Cloud empowers you to build customer and employee experiences that drive loyalty and long-term success with a modern, API-first experience orchestration platform. The Genesys AppFoundry® Marketplace offers customers a curated selection of integrations and applications ranging from Microsoft to Salesforce and more. These curated APIs help create unique customer and employee experiences. These integrations and applications span from turnkey activations to built-in blueprints that equip you to jump-start integrations with your platform instance.
There are 450 AppFoundry partners who participate in a marketplace that features over 2,000 APIs — making extensibility modular and limitless.

Coordinate every step of every experience through a full suite of omnichannel options, built-in employee engagement capabilities, turnkey artificial intelligence (AI) and end-to-end journey optimization so you can personalize experiences at scale — no matter where conversations start or end.

Real customers, real results

Originally we implemented all the basic features so that our users could get familiar with the product [Genesys Cloud]… Benefits were realized within the first few days and have grown exponentially every day… The implementations and cutovers were nearly perfectly executed.

— Hilton Reading, Director of IT, Sunwing Vacations Inc.

In a previous role, we utilized NICE inContact for similar purposes… Genesys Cloud has — in my opinion — surpassing abilities with upcoming technologies, channels, routing, customization, administer resources and user-friendliness. I believe Genesys Cloud [CX] is providing more exceptional customer experience overall.

— Verified user, administrator in IT, non-profit organization management

Genesys customer experience insights

Improve agent performance, optimize customer journeys and gain new efficiencies — all with analytics powered by Genesys AI

Benefit from real-time monitoring and reporting to enhance customer satisfaction.
Use predictive analytics to identify trends and proactively address customer needs.
Leverage Genesys customer experience insights to drive continuous CX improvement.

Analysts weigh in

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

2024 Gartner® Magic Quadrant™ for Contact Center as a Service

Trusted by experts. Powered by results.

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

* Disclaimer

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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

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

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

Highest scores possible in the criteria of AI architecture, workforce optimization, 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”

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Review and ratings: What users say about Genesys Cloud, the first cloud-native CX platform trusted by more than 4,500 organizations in over 100 countries

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

— Vice President in Information Technology, Non-profit Organization 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 Center 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 Center, Coca-Cola Bottlers’ Sales and Services

Service levels improved markedly, from 95 percent to 99 percent, 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, CTO, Xerox

Get the best experience — for your customers and business

Make the most of your CX investment with a reliable team of experts, transparent fees for price predictability and fast support that helps bring your CX vision to life. It’s one product, one experience and one team for your business success.

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