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Top Rated
455 Ratings
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Top Rated
757 Ratings

Genesys Cloud CX

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Top Rated
455 Ratings
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Score 8.5 out of 100

NICE CXone

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Top Rated
757 Ratings
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Score 8.6 out of 100

Feature Set Ratings

  • Genesys Cloud CX ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Genesys Cloud CX

90%
8.5

NICE CXone

85%
Genesys Cloud CX ranks higher in 11/13 features

Agent dashboard

9.2
92%
247 Ratings
8.6
86%
510 Ratings

Validate callers

8.5
85%
221 Ratings
8.6
86%
435 Ratings

Outbound response

8.8
88%
202 Ratings
8.5
85%
451 Ratings

Call forwarding

9.1
91%
220 Ratings
8.6
86%
408 Ratings

Click-to-call (CTC)

9.6
96%
175 Ratings
8.8
88%
370 Ratings

Warm transfer

9.1
91%
241 Ratings
8.8
88%
483 Ratings

Predictive dialing

9.1
91%
148 Ratings
8.1
81%
296 Ratings

Interactive voice response

9.4
94%
199 Ratings
8.5
85%
341 Ratings

REST APIs

9.0
90%
169 Ratings
8.1
81%
272 Ratings

Call scripts

9.2
92%
182 Ratings
8.2
82%
287 Ratings

Call tracking

8.6
86%
238 Ratings
8.5
85%
463 Ratings

Multichannel integration

8.4
84%
187 Ratings
8.5
85%
328 Ratings

CRM software integration

9.0
90%
183 Ratings
8.5
85%
332 Ratings

Workforce Optimization (WFO)

8.7

Genesys Cloud CX

87%
8.6

NICE CXone

86%
Genesys Cloud CX ranks higher in 7/9 features

Inbound call routing

9.2
92%
229 Ratings
8.6
86%
467 Ratings

Omnichannel inbound routing

8.7
87%
177 Ratings
8.6
86%
338 Ratings

Recording

9.5
95%
231 Ratings
8.7
87%
450 Ratings

Quality management

8.8
88%
215 Ratings
8.7
87%
437 Ratings

Call analytics

8.7
87%
219 Ratings
8.7
87%
443 Ratings

Historical reporting

8.1
81%
230 Ratings
8.6
86%
434 Ratings

Live reporting

8.7
87%
224 Ratings
8.6
86%
420 Ratings

Customer surveys

7.9
79%
129 Ratings
8.5
85%
273 Ratings

Customer interaction analytics

8.7
87%
163 Ratings
8.5
85%
287 Ratings

Attribute Ratings

  • Genesys Cloud CX is rated higher in 9 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, In-Person Training, Online Training, Product Scalability, Vendor post-sale, Vendor pre-sale
  • NICE CXone is rated higher in 4 areas: Performance, Support Rating, Configurability, Ease of integration
  • Genesys Cloud CX and NICE CXone are tied in 1 area: Implementation Rating

Likelihood to Recommend

9.1

Genesys Cloud CX

91%
265 Ratings
8.6

NICE CXone

86%
546 Ratings

Likelihood to Renew

8.7

Genesys Cloud CX

87%
25 Ratings
5.5

NICE CXone

55%
21 Ratings

Usability

9.3

Genesys Cloud CX

93%
61 Ratings
8.8

NICE CXone

88%
532 Ratings

Availability

8.9

Genesys Cloud CX

89%
6 Ratings
4.9

NICE CXone

49%
7 Ratings

Performance

7.2

Genesys Cloud CX

72%
6 Ratings
8.1

NICE CXone

81%
7 Ratings

Support Rating

8.5

Genesys Cloud CX

85%
122 Ratings
10.0

NICE CXone

100%
7 Ratings

In-Person Training

9.1

Genesys Cloud CX

91%
2 Ratings
5.5

NICE CXone

55%
4 Ratings

Online Training

8.6

Genesys Cloud CX

86%
5 Ratings
7.7

NICE CXone

77%
5 Ratings

Implementation Rating

8.0

Genesys Cloud CX

80%
23 Ratings
8.0

NICE CXone

80%
9 Ratings

Configurability

7.7

Genesys Cloud CX

77%
4 Ratings
7.8

NICE CXone

78%
4 Ratings

Contract Terms and Pricing Model

7.6

Genesys Cloud CX

76%
14 Ratings

NICE CXone

N/A
0 Ratings

Ease of integration

7.4

Genesys Cloud CX

74%
5 Ratings
8.2

NICE CXone

82%
4 Ratings

Product Scalability

8.9

Genesys Cloud CX

89%
5 Ratings
6.4

NICE CXone

64%
7 Ratings

Professional Services

7.6

Genesys Cloud CX

76%
10 Ratings

NICE CXone

N/A
0 Ratings

Vendor post-sale

8.8

Genesys Cloud CX

88%
6 Ratings
5.1

NICE CXone

51%
5 Ratings

Vendor pre-sale

8.6

Genesys Cloud CX

86%
6 Ratings
5.1

NICE CXone

51%
5 Ratings

Likelihood to Recommend

Genesys

Genesys Cloud CX is great for so many reasons! It's a power house for getting business done. The company I am at uses it daily... we are a call center that makes thousands of calls a day. Genesys Cloud CX not only dials those calls for us, but it also tracks every thing as well - which is easily able to be exported for reports. There are so many things you can track - over 50 different categories like talk time, hold time, conversion, etc... Genesys Cloud CX helps all our employees work remotely on the web based dialer, which has allowed us to hire all over the states! The Genesys Cloud CX team is continuously making updates to ensure that it's extremely user friendly! Overall it's a great product for our business.
Read full review

NICE

It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
Read full review

Pros

Genesys

  • Omnichannel contact center
  • Integration with other systems to knit together technology seamlessly
  • WFM and WEM suite is best in class and fully integrated to the product
  • Extremely robust architecture in AWS that continues to evolve and improve to serve global clients
Read full review

NICE

  • Made work from home easy - We just have to login and start calling - No landlines.
  • Easy to extract daily, monthly reports from NICE [CXone] web app.
  • Easy to monitor agents online - who is logged in and who is not.
  • Fast and reliable - Just need internet.
Read full review

Cons

Genesys

  • DCM (e-mail tool) is a kind of system within a system. It requires logging in twice and it's not as stable as Genesys Cloud CX.
  • Based on our worldwide operations we needed to split the markets within multiple divisions. These divisions are still giving us a hard time with daily operations. We have multi-skilled users which sometimes need access to multiple markets but if these markets are in different divisions, it also means that users will get access to all the markets within those divisions. This is not an acceptable thing from a security perspective.
  • Internal chat - we tried to test if it would fit our needs but there were many things we couldn't filter. One of the main problems was that all the users could contact each other and this couldn't be filtered by team/market/site/division. It also showed the statuses of all the users which we saw as a data breach as other colleagues could see how long users are on productive/non-productive statuses.
Read full review

NICE

  • Occasionally the server will disconnect and we lose phone functionality.
  • Calls get "stuck" in the queue when they don't exist.
  • Can't remove commitments very easily when they are made.
  • Kicks you out after 2 hours. Making it annoying how you have to log back in.
Read full review

Pricing Details

Genesys Cloud CX

Starting Price

$75 per month

Editions & Modules

Genesys Cloud CX editions and modules pricing
EditionModules
Genesys Cloud CX 1$75.001
Genesys Cloud CX 2$110.002
Genesys Cloud CX 3$140.003
Genesys ChoiceContact sales team4

Footnotes

  1. Per User Per Month
  2. Per User Per Month
  3. Per User Per Month
  4. Contact sales team

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pricing plans can also be billed hourly.

Pricing Info

NICE CXone

Starting Price

Editions & Modules

NICE CXone editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    Likelihood to Renew

    Genesys

    For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
    Read full review

    NICE

    Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
    Read full review

    Usability

    Genesys

    Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
    Read full review

    NICE

    Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
    Read full review

    Reliability and Availability

    Genesys

    We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
    Read full review

    NICE

    NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
    Read full review

    Performance

    Genesys

    The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
    Read full review

    NICE

    NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
    Read full review

    Support Rating

    Genesys

    There seem to be so many pages and options for support - but none of them are very seamless and some are very hard to maneuver or manage. I would like to learn more about the product features and tutorials etc. - but have had a hard time finding appropriate content.
    Read full review

    NICE

    inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
    Read full review

    In-Person Training

    Genesys

    Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
    Read full review

    NICE

    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
    Read full review

    Online Training

    Genesys

    I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
    Read full review

    NICE

    I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
    Read full review

    Implementation Rating

    Genesys

    The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
    Read full review

    NICE

    In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
    Read full review

    Alternatives Considered

    Genesys

    Very similar platforms. Sometimes the other ones assume the companies already have a CRM where they will manage some stuff away from their platform. Although Genesys Cloud CX goes in that direction, it still has some useful old features. Genesys-PS were amazing and the knowledge transfer was great.
    Read full review

    NICE

    Interactive Intelligence Cisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
    Read full review

    Contract Terms and Pricing Model

    Genesys

    Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
    Read full review

    NICE

    No answers on this topic

    Scalability

    Genesys

    We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
    Read full review

    NICE

    I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
    Read full review

    Professional Services

    Genesys

    Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
    Read full review

    NICE

    No answers on this topic

    Return on Investment

    Genesys

    • Efficiency has been vastly increased. The number of abandoned calls has been reduced upon switching to Genesys Cloud and customers are seeing this benefit as well as our agents.
    • Cost of our call center is expected to be reduced upon full transition to Genesys Cloud. As this is one of our highest costs of business from a technology perspective, we are very happy to have found something that meets our needs but also reduces cost.
    Read full review

    NICE

    • We were able to close deals and sales to clients more effectively!
    • It is much easier for us to reach the client even if it's an International number.
    • Nice CXone has helped us a lot to communicate better with our clients.
    Read full review

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