What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
226 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
85 Ratings

Genesys Cloud

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
226 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.2 out of 100

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
85 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Genesys Cloud

If you are a midsize call center from 100 - 300 users, it is not a bad product. Make sure you do not have an expectation of getting a 100% audio/screen recordings and that you are not looking for speedy priority 3 - 5 ticket resolutions. In that case, this is not your product.
Usama Ahmed | TrustRadius Reviewer

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Genesys Cloud
8.5
NICE inContact CXone
8.2
Agent dashboard
Genesys Cloud
8.4
NICE inContact CXone
8.3
Validate callers
Genesys Cloud
7.9
NICE inContact CXone
8.2
Outbound response
Genesys Cloud
8.0
NICE inContact CXone
7.1
Call forwarding
Genesys Cloud
7.6
NICE inContact CXone
8.1
Click-to-call (CTC)
Genesys Cloud
9.4
NICE inContact CXone
7.1
Warm transfer
Genesys Cloud
9.2
NICE inContact CXone
8.2
Predictive dialing
Genesys Cloud
7.5
NICE inContact CXone
7.9
Interactive voice response
Genesys Cloud
9.0
NICE inContact CXone
8.5
REST APIs
Genesys Cloud
9.1
NICE inContact CXone
8.6
Call scripts
Genesys Cloud
8.4
NICE inContact CXone
8.5
Call tracking
Genesys Cloud
9.2
NICE inContact CXone
8.7
Multichannel integration
Genesys Cloud
9.3
NICE inContact CXone
8.4
CRM software integration
Genesys Cloud
7.4
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Genesys Cloud
8.8
NICE inContact CXone
8.4
Inbound call routing
Genesys Cloud
8.7
NICE inContact CXone
9.0
Omnichannel inbound routing
Genesys Cloud
9.0
NICE inContact CXone
8.6
Recording
Genesys Cloud
8.7
NICE inContact CXone
8.2
Quality management
Genesys Cloud
8.3
NICE inContact CXone
8.1
Call analytics
Genesys Cloud
8.9
NICE inContact CXone
8.3
Historical reporting
Genesys Cloud
8.6
NICE inContact CXone
8.1
Live reporting
Genesys Cloud
9.1
NICE inContact CXone
7.6
Customer surveys
Genesys Cloud
8.8
NICE inContact CXone
8.8
Customer interaction analytics
Genesys Cloud
8.8
NICE inContact CXone
8.5

Pros

Genesys Cloud

  • Genesys PureCloud eases communication through its excellent features of voice calls, direct chatting, emailing and text messaging.
  • The support team is always ready to assist you whenever you are stack in using this application 24/7.
  • Genesys PureCloud can be accessed through various computer platforms Windows and Mac and mobile operating systems such as Android and iOS. The application is therefore flexible since you can access it anywhere from any device.
Alex Cyrus | TrustRadius Reviewer

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

Genesys Cloud

  • Faxing - we were sold that all of our faxing need would be met that was not the case
  • Mobile App needs a lot more work
  • Need work with Jabra headsets - we are having trouble with the buttons and the ringing through the headset
  • Desktop version needs additional work
Ronnie Knight | TrustRadius Reviewer

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Genesys Cloud

Genesys Cloud 8.3
Based on 8 answers
The cost increase is now the same as other companies offering more.
Michael Haddad | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 5.8
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
Anonymous | TrustRadius Reviewer

Usability

Genesys Cloud

Genesys Cloud 7.8
Based on 25 answers
I myself am fairly knowledgeable when using software but PurCcloud is definitely an extremely useful and easy to use software that makes taking and making calls a lot more efficient, trackable, and easy to deal with in bulk. I really enjoy it myself and feel it helps me do my job efficiently and to my best potential.
Haden Oxford | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.4
Based on 54 answers
Usability varies depending on the user. For our calling agents, the usability is very straightforward after some light training and gets easier to use and understand over time. The Admin tools are less user friendly, but with anything you use everyday, it becomes easier to understand the more you use it.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Initially we had some issues but as stated prior that has gotten much better under the Genesys brand.
Raymond Richardson | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Performance

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Some delays with reports loading from time to time but other than that no major issues.
Raymond Richardson | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Support Rating

Genesys Cloud

Genesys Cloud 6.5
Based on 91 answers
The support team is really helpful to us. They are always concerned if the problem was really resolved and do follow-ups to check if everything is ok. More recently, we were having a problem to set the platform for our reps, because we wanted them to work from home using a VPN solution, the support team was really good helping us via conference calls and doing follow up call with us to check if the problem was resolved.
Rodolfo Antunes | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
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.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Online Training

Genesys Cloud

Genesys Cloud 7.3
Based on 2 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Implementation Rating

Genesys Cloud

Genesys Cloud 7.6
Based on 9 answers
It's a great tool, easy to deploy and implement.
Aarde Cosseboom | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

Genesys Cloud

We use also PureEngage on Premises. Both offer great custumer experience but we choose PureCloud on mid-sized businesses, because it is an incredibly fast solution that is entirely based on Cloud servers (AWS) and does not require hardware infrastructure. PureEngage on Premises is the best solution for large businesses that have their own datacenter and infrastructure support team.
Nikolaos Thermogiannis | TrustRadius Reviewer

NICE inContact CXone

Interactive IntelligenceCisco 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.
Anonymous | TrustRadius Reviewer

Scalability

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
Very easy to add contact centers being we just launched another center this month.
Raymond Richardson | TrustRadius Reviewer

NICE inContact CXone

No score
No answers yet
No answers on this topic

Return on Investment

Genesys Cloud

  • We have had PureCloud now for less than a year, so it is too early to comment on our overall business objectives. Shortly after deployment we did experience significant call audio issues which was caused by misconfiguration of our webRTC phone had a negative impact on our customer experience, however we worked through this and once it was resolved the product has started to deliver what it has set out to.
David Brewster | TrustRadius Reviewer

NICE inContact CXone

  • Positive impact in regards to ACD.
  • Negative is the complexity and age of some of the technologies.
  • QM uses XBAP and Internet Explorer, and the reliance on customers allowing a potentially insecure language that has not been updated in 10 years onto their network.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Genesys Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Genesys Cloud
6.7
NICE inContact CXone
8.5

Likelihood to Renew

Genesys Cloud
8.3
NICE inContact CXone
5.8

Usability

Genesys Cloud
7.8
NICE inContact CXone
8.4

Reliability and Availability

Genesys Cloud
8.2
NICE inContact CXone

Performance

Genesys Cloud
8.2
NICE inContact CXone

Support Rating

Genesys Cloud
6.5
NICE inContact CXone
7.5

In-Person Training

Genesys Cloud
8.2
NICE inContact CXone

Online Training

Genesys Cloud
7.3
NICE inContact CXone

Implementation Rating

Genesys Cloud
7.6
NICE inContact CXone
7.0

Scalability

Genesys Cloud
8.2
NICE inContact CXone

Add comparison