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Genesys Cloud CX main use cases are similar to NICE, as it is inbound, outbound, and offers other capabilities including Workforce Engagement Management and AI, with all their services available in India on AWS India. We have tied up with them for inbound and outbound calling globally, as we have built a trunk connection with them for whatever is required.
Overall, we are doing pretty good with this platform because of the node available in India, and we have a give-and-take kind of solution as we bundle it with our BYOC platforms globally, making it well set up with them.
From a features perspective, the best features in Genesys Cloud CX include their advanced and well-organized interface, alongside their copilot and AI features that are excellently placed for the customer. While usage-based models are also available in NICE, we are more familiar with Genesys Cloud CX and have positioned it successfully to our customers.
I have utilized the predictive routing feature in Genesys Cloud CX, which is one of the excellent features, and we are using it regularly in our solution. It has helped to optimize customer interactions as a contact center solution by improving Average Handle Time, and as AHT improves, customer satisfaction and NPS turn green as a whole for the customer, leading to more business generation for us.
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
AI capabilities are very important for our clients, and these AI-driven tools aid in personalizing customer engagement as we are big users of AI from a Genesys Cloud CX perspective, utilizing features such as copilot for agents and supervisors. Initially, we had hiccups on pricing, but now with token-based pricing introduced, it helps significantly as Genesys promotes the use of free tokens during the evaluation period based on business volume, contributing to further customer satisfaction.
Genesys Cloud CX platform's unified interface has improved agent efficiency a lot; compared to other platforms, it contributes about 40 percent to agent efficiency since agents do not have to toggle between multiple screens, allowing them to focus on the solution and respond to customers effectively.
In terms of improvements for Genesys Cloud CX, I see technical limitations such as the lack of a clear mechanism to access multiple organizations effectively. If I have over 100 organizations in Genesys Cloud CX, my support team struggles with access management, and there's no single pane of glass to manage the entire set of tenants. Currently, if we have multiple organizations, we must log into each one to troubleshoot, which presents a challenge. Additionally, while people are more flexible compared to other platforms, those are the main improvements I would like to see. Overall, we have excellent collaboration and get the most out of both this platform for our solutioning needs.
I have been working with Genesys Cloud CX for almost four years.
The impact of the real-time dashboards on the decision-making processes is excellent, adding more flavor to the entire solution suite.
Regarding my experience with the initial setup of Genesys Cloud CX, it was excellent and very smooth; we did not encounter any hiccups during the onboarding process, which went very well, with support guiding us throughout, making it an unforgettable event where it felt like we had people helping us deploy a lot of seats for our organization.
In terms of cost-effectiveness, I find Genesys Cloud CX provides overall ROI benefits; however, after the first year, customers usually expect lower pricing at the time of renewal. Despite this, all OEMs generally increase prices by 10 percent yearly, which makes turning a significant ROI challenging.
The main benefits that Genesys Cloud CX brings to the table include a unified omnichannel solution similar to other CCaaS providers and flexibility with the BYOC platform, particularly due to its availability in India. As a VNO partner in India, we have a license to sell and bundle our voice channels, integrating them with Genesys Cloud CX. We buy the Genesys Cloud CX license and combine it with our own numbering schema globally, and we also have our SMS channels listed in Genesys Cloud CX app foundry which increases our revenue share since whenever a customer buys a license, we can promote our app foundry solution alongside, further enhancing our revenue opportunities in the contact center area.
The key differences between Genesys Cloud CX and NICE include that Genesys Cloud CX has a robust UI with simple processes, while NICE has room for improvement, especially concerning partner onboarding. Genesys Cloud CX does not require toggling between multiple systems, as its central repository provides all necessary partner information on a single page. In contrast, NICE's support and learning resources are spread out, which can complicate the user experience.
While all platforms have their pros and cons, the key aspects we check are their deployment speed and pricing. The overall experience matters more than the specific platform, particularly how quickly they can respond during challenges. I would rate this product 10 out of 10.
We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this platform with our services and sells it to our customers.
We utilize all the features of NICE CXone because, based on customer requirements, it meets all aspects of features and functionality that are required. We work with multiple customers and position contact center solutions based on their needs, including inbound, outbound, all other digital channels, analytics, and AI features. We position solutions based on requirements, which can be NICE CXone or Genesis based on regional availability and customer budget appetite.
Regarding the analytics aspect of NICE CXone, we have not deployed it for any customers. We have reviewed the product capability through a product demo, but it has yet to be deployed for any customers.
We have worked with the omnichannel capabilities in NICE CXone.
Regarding workforce optimization with NICE CXone features, we have worked standalone with only the QM that has been initiated. Workforce has yet to be deployed as part of the bundle, and only QM has been utilized so far.
I work with the AI-driven tools in NICE CXone, specifically AI CoPilot and Enlight, which we are currently deploying in our system.
I assess the ease of using NICE CXone interface for new agents as excellent.
I assess the impact of the omnichannel capabilities on customer journey consistency as excellent. It is a single pane of glass solution where all channels and omnichannel features are available. It is very supportive and increases customer productivity overall.
The AI-driven tools in NICE CXone have improved customer interaction by providing auto responses from connecting to the system of records. Multiple features are available, such as Agent CoPilot, which assists agents with knowledge base access. These individual features complement the overall solution and reduce the average speed of transfer for agents and callers, enabling faster response times to customer queries. The AI widget helps achieve faster answer resolution to customer queries instead of requiring only manual intervention with agents toggling between multiple screens.
NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE.
Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.
I have been working with NICE CXone for almost a year.
On a scale of one to ten, where ten is the best, I would rate NICE CXone technical support team a ten.
Positive
When it comes to the initial setup of NICE CXone, I find it entirely people-dependent. The process is not very straightforward because my team and I already know how CCaaS works. However, my interaction with the NICE team involves very basic information. Instead of providing comprehensive information all at once, they appear to be dragging things out. They should respect our time and enable us completely instead of providing small piecemeal information. They have complete information available and should have shared it with us rather than sharing only fragments. Providing the entire picture would speed up the whole process of onboarding.
My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulatory requirements. As a result, I can only recommend it for international customers at this time. For India, it is not yet ready, and comparing it to other OEMs, it has yet to scale up. Once India has a node ready, we can promote this in India as well. As of now, we are proceeding very slowly and steadily with this product.
One important point is that working with NICE CXone is not just about the product platform; the people matter significantly. The product platform is fine, but the regional team's responsiveness and the speed at which they respond affects the overall experience. The perception of the product is ultimately shaped by how efficiently people support the onboarding process. This perception could have been avoided if people responded faster to support onboarding. I would rate this review a ten overall.
